Abstract: A call centre in a communications network, having a plurality of operator workstations, a switching device and a call distribution system, and to a method of operating this call centre is provided. In this arrangement, virtual operator workstations are provided in the call centre which, after operator-specific access data has been entered by way of a user traffic connection of the communications network, are each connected to a respective external operator workstation. Calls are then forwarded by way of the virtual operator workstation to the external operator workstation by the call distribution system until the virtual operator workstation in the call centre is released again by the entering of operator-specific data.