Call Center Outsourcing: Coordinating Staffing Level And Service Quality

Topics:
Outsourced Services
Tags:
Business Operations,
Software,
Service Quality,
Outsourcing & Subcontracting,
Outsourcing,
It Operations,
Enterprise Software,
Customer Relationship Management (CRM),
Call-center,
Call Centers,
...
Source:
University of Washington

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Overview: This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center is modeled as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the call center's service quality is modeled by the percentage of calls resolved (revenue realized). The call center makes two strategic decisions: how many agents to have and how much effort to exert to achieve service quality. The authors are interested in the contracts the user company can use to induce the call center to both staff and exert effort at levels that are optimal for the outsourcing supply chain (i.e., chain coordination).

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 1,208KB | Date: Jul 2006 | Pages: 38

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