This article describes a multiagent system architecture to increase the val
ue of 24-hour-a-day call center service. This system supports call centers
in making appointments with clients on the basis of knowledge of employees
and their schedules. Relevant activities are scheduled for employees in pre
paration of such appointments. The multiagent system architecture is based
on principled design, using the compositional development method for multia
gent systems DESIRE. To schedule procedures in which more than one employee
is involved, each employee is represented by its own personal assistant ag
ent, and a work manager agent coordinates the schedules of the personal ass
istant agents and clients through the call center. The multiagent system ar
chitecture has been applied to the banking domain, in cooperation with and
partially funded by the Rabobank.