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In many call centers, callers may call multiple times. Some of the calls arere-attempts after abandonments (redials), and some are re-attempts afterconnected calls (reconnects). The combination of redials and reconnects has notbeen considered when making staffing decisions, while ignoring them willinevitably lead to under- or overestimation of call volumes, which results inimproper and hence costly staffing decisions. Motivated by this, in this paperwe study call centers where customers can abandon, and abandoned customers mayredial, and when a customer finishes his conversation with an agent, he mayreconnect. We use a fluid model to derive first order approximations for thenumber of customers in the redial and reconnect orbits in the heavy traffic. Weshow that the fluid limit of such a model is the unique solution to a system ofthree differential equations. Furthermore, we use the fluid limit to calculatethe expected total arrival rate, which is then given as an input to the ErlangA model for the purpose of calculating service levels and abandonment rates.The performance of such a procedure is validated in the case of singleintervals as well as multiple intervals with changing parameters.

Fluid Approximation of a Call Center Model with Redials and Reconnects