Outsourcing strategy in two-stage call centers

DOI10.1016/j.cor.2009.06.020zbMath1176.90126OpenAlexW2064264171MaRDI QIDQ1040980

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

zbMATH Keywords

call centertwo-stage serviceadditional serviceoutsourcing strategy

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items (8)

Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option ⋮ \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center ⋮ Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center ⋮ Call center operation model as a \(MAP/PH/N/R-N\) system with impatient customers ⋮ Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors ⋮ An explicit solution for a tandem queue with retrials and losses ⋮ Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers ⋮ Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment

Cites Work

• Unnamed Item
• On the interaction between retrials and sizing of call centers
• The impact of retrials on call center performance
• Call Center Outsourcing: Coordinating Staffing Level and Service Quality
• A Call-Routing Problem with Service-Level Constraints
• Statistical Analysis of a Telephone Call Center

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