Outsourcing strategy in two-stage call centers
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Cites work
- scientific article; zbMATH DE number 1093829 (Why is no real title available?)
- A Call-Routing Problem with Service-Level Constraints
- Call center outsourcing: coordinating staffing level and service quality
- On the interaction between retrials and sizing of call centers
- Statistical Analysis of a Telephone Call Center
- The impact of retrials on call center performance
Cited in
(12)- Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
- An explicit solution for a tandem queue with retrials and losses
- A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow
- Staffing to maximize profit for call centers with alternate service-level agreements
- Call center outsourcing: coordinating staffing level and service quality
- Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
- Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers
- Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center
- Staffing and routing in a two-tier call centre
- Call center operation model as a \(MAP/PH/N/R-N\) system with impatient customers
- Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment
- \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center
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