Call centers with hyperexponential patience modeling

► We address the modeling of customer patience times in call centers. ► Using real data, we show that the hyperexponential distribution fits better than the earlier proposed ones in the literature. ► We develop a new approach to compute the performance measures of an M/M/s+H2 call center model. ► We compare our results with earlier ones and show that the former are at least as good, if not better.