Our project aims to identify and analyse the performance of CPF’s call centre using queue simulation techniques and statistical modelling methods to provide the management with key data insights that can aid in their future decision making. Currently, CPF have not studied how the confluence of these features affect the centre’s service levels and call agent’s productivity which has led to the suboptimal resource allocation and call centre operations design. Applying concepts taught in Service Operations, we hope to understand how certain parameters influence key performance metrics of the call centre and provide CPF’s management with relevant analytical tools to better study their centre’s performance.