Call-Routing Schemes for Call-Center Outsourcing
نویسندگان
چکیده
منابع مشابه
Call-Routing Schemes for Call-Center Outsourcing
This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routing algorithms, as well as the sophistication of the telephone and information technology infrastructure they require of the two operations. For three of these schemes, we provide a direct characterization of system performance. For the f...
متن کاملCall - Routing Schemes for Call - Center
Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
متن کاملCall - Routing Schemes for Call - Center Outsourcing by Noah Gans and Yong - Pin Zhou 2005 / 49 / TOM INSEAD - Wharton Alliance Center for Global Research & Development
Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the time each type of customer waits on hold. This paper considers four schemes for routing low-value ...
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I this paper, we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract features such as pay-per-time, payper-call, service-level agreements, and constraints on service rates a...
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ژورنال
عنوان ژورنال: Manufacturing & Service Operations Management
سال: 2007
ISSN: 1523-4614,1526-5498
DOI: 10.1287/msom.1060.0119