Outsourcing strategy in two-stage call centers

DOI10.1016/J.COR.2009.06.020zbMATH Open1176.90126OpenAlexW2064264171MaRDI QIDQ1040980FDOQ1040980

Authors: Jun Woo Kim, Sang Chan Park 

Publication date: 27 November 2009

Published in: Computers \& Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.cor.2009.06.020

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zbMATH Keywords

call centertwo-stage serviceadditional serviceoutsourcing strategy

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Cites Work

• Title not available (Why is that?)
• The impact of retrials on call center performance
• Call center outsourcing: coordinating staffing level and service quality
• Statistical Analysis of a Telephone Call Center
• On the interaction between retrials and sizing of call centers
• A Call-Routing Problem with Service-Level Constraints

Cited In (12)

• Call center operation model as a \(MAP/PH/N/R-N\) system with impatient customers
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center
• Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers
• A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow
• An explicit solution for a tandem queue with retrials and losses
• \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center
• Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment
• Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
• Staffing and routing in a two-tier call centre
• Staffing to maximize profit for call centers with alternate service-level agreements
• Call center outsourcing: coordinating staffing level and service quality

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