This document describes a case study of implementing a capacity model at a 55-seat call center that handles 750,000 calls per year. The call center was performing well but the VP felt they could be more productive. A capacity model was created that set goals and projections for agents based on call volume, sales, revenue, talk time, and other key performance indicators. The model took agent tenure into account to set appropriate goals. After implementing the capacity model and publicizing daily performance against the goals, the call center saw improvements including a 19.6% increase in revenue per call, 12.4% increase in annual revenue, and 11.3% decrease in headcount expenses while improving productivity.