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Essay

Call Centre Outsourcing

Essay specific features

 

Issue:

History

 

Written by:

Katherine V

 

Date added:

April 27, 2017

 

Level:

University

 

Grade:

A

 

No of pages / words:

42 / 11700

 

Was viewed:

8723 times

 

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Essay content:

We model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and we model the call center's service quality 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...
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Two commonly used contracts are analyzed first: piece-meal and payper- call-resolved contracts. We show that although they can coordinate the staffing level, the resulting service quality is below system optimum. Then, depending on the observability and contractibility of the call center's effort, we propose two contracts that can coordinate both staffing and effort...
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