The embodiment of the invention provides a method and apparatus for calculating the busy degree of a call center, and relates to the technical field of communication. The method comprises the following steps: firstly, obtaining working condition indication information of the call center; secondly, obtaining a daily average call time length, a total daily call number and a daily arranged working time length; then, determining a daily average call level and a daily full load call volume of the call center according to the working condition indication information, the daily average call time length, the total daily call number and the daily arranged working time length; and thus determining the busy degree of the call center according to the daily average call level, the daily full load call volume and the working condition indication information of the call center. By adoption of the method and apparatus in the technical scheme provided by the embodiment of the invention, the reason why the call center is busy can be obtained, therefore the agent arrangement and personnel work adjustment of the call center can be made more reasonable based on the reason why the call center is busy, and thus the busy situation of the call center can be balanced more effectively.