This study characterizes call-center workload as a daily profile, and tests the effects of the "day-of-the-week" on the daily load profile. It then, tests the hypothesis that the service load of incoming calls is correlated with the number of abandoned calls. The analysis main conclusions are: (1) Regular workdays share similar hourly call profile, and same rush hours. (2) Weekend hourly profile is substantially different than the workdays' profiles. (3) Regular workdays share similar profile of hourly abandoned calls. (4) There is a strong correlation between load profiles and profiles of abandoned calls. The discussion which follows summarizes the findings, reports on the same findings at another call center, and suggest a technique for curve fitting to the demand profile, and for computing the required workforce. The analysis process and the workforce planning could be applied on other call centers, and used as a basis for comparison.