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Article: Call center outsourcing: Coordinating staffing level and service quality

TitleCall center outsourcing: Coordinating staffing level and service quality
Authors
KeywordsCall center contracting
Call center outsourcing
Service quality
Staffing
Issue Date2008
PublisherINFORMS. The Journal's web site is located at http://mansci.pubs.informs.org
Citation
Management Science, 2008, v. 54 n. 2, p. 369-383 How to Cite?
AbstractIn this paper, we study 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. 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. We 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). Two commonly used contracts are analyzed first: piecemeal and pay-per-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. These contracts suggest that managers pay close attention to service quality and its contractibility in seeking call center outsourcing. © 2008 INFORMS.
Persistent Identifierhttp://hdl.handle.net/10722/161509
ISSN
2015 Impact Factor: 2.741
2015 SCImago Journal Rankings: 4.384
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorRen, ZJen_HK
dc.contributor.authorZhou, YPen_HK
dc.date.accessioned2012-08-30T06:35:51Z-
dc.date.available2012-08-30T06:35:51Z-
dc.date.issued2008en_HK
dc.identifier.citationManagement Science, 2008, v. 54 n. 2, p. 369-383en_HK
dc.identifier.issn0025-1909en_HK
dc.identifier.urihttp://hdl.handle.net/10722/161509-
dc.description.abstractIn this paper, we study 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. 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. We 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). Two commonly used contracts are analyzed first: piecemeal and pay-per-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. These contracts suggest that managers pay close attention to service quality and its contractibility in seeking call center outsourcing. © 2008 INFORMS.en_HK
dc.languageeng-
dc.publisherINFORMS. The Journal's web site is located at http://mansci.pubs.informs.orgen_HK
dc.relation.ispartofManagement Scienceen_HK
dc.subjectCall center contractingen_HK
dc.subjectCall center outsourcingen_HK
dc.subjectService qualityen_HK
dc.subjectStaffingen_HK
dc.titleCall center outsourcing: Coordinating staffing level and service qualityen_HK
dc.typeArticleen_HK
dc.identifier.emailZhou, YP: yongpin@hku.hken_HK
dc.identifier.authorityZhou, YP=rp01614en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1287/mnsc.1070.0820en_HK
dc.identifier.scopuseid_2-s2.0-41549144741en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-41549144741&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume54en_HK
dc.identifier.issue2en_HK
dc.identifier.spage369en_HK
dc.identifier.epage383en_HK
dc.identifier.eissn1526-5501-
dc.identifier.isiWOS:000253416600023-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridRen, ZJ=55472982500en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK

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