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Article: Call-routing schemes for call-center outsourcing

TitleCall-routing schemes for call-center outsourcing
Authors
KeywordsBursty call arrival
Call routing
Call-center staffing
Outsourcing
Priority routing
Issue Date2007
PublisherINFORMS. The Journal's web site is located at http://www.msom.org/
Citation
Manufacturing And Service Operations Management, 2007, v. 9 n. 1, p. 33-50 How to Cite?
AbstractCompanies 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 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, this paper provides a direct characterization of system performance. For the fourth, most complex, scheme the paper provides performance bounds for the important special case in which the service requirements of high- and low-value callers are the same. These results allow the systematic comparison of the performance of the various routing schemes. The results suggest that, for clients with large outsourcing requirements, the simpler schemes that require little client-outsourcer coordination can perform very well. © 2007 INFORMS.
Persistent Identifierhttp://hdl.handle.net/10722/161510
ISSN
2015 Impact Factor: 1.966
2015 SCImago Journal Rankings: 4.609
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorGans, Nen_HK
dc.contributor.authorZhou, YPen_HK
dc.date.accessioned2012-08-30T06:42:31Z-
dc.date.available2012-08-30T06:42:31Z-
dc.date.issued2007en_HK
dc.identifier.citationManufacturing And Service Operations Management, 2007, v. 9 n. 1, p. 33-50en_HK
dc.identifier.issn1523-4614en_HK
dc.identifier.urihttp://hdl.handle.net/10722/161510-
dc.description.abstractCompanies 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 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, this paper provides a direct characterization of system performance. For the fourth, most complex, scheme the paper provides performance bounds for the important special case in which the service requirements of high- and low-value callers are the same. These results allow the systematic comparison of the performance of the various routing schemes. The results suggest that, for clients with large outsourcing requirements, the simpler schemes that require little client-outsourcer coordination can perform very well. © 2007 INFORMS.en_HK
dc.languageeng-
dc.publisherINFORMS. The Journal's web site is located at http://www.msom.org/en_HK
dc.relation.ispartofManufacturing and Service Operations Managementen_HK
dc.subjectBursty call arrivalen_HK
dc.subjectCall routingen_HK
dc.subjectCall-center staffingen_HK
dc.subjectOutsourcingen_HK
dc.subjectPriority routingen_HK
dc.titleCall-routing schemes for call-center outsourcingen_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/msom.1060.0119en_HK
dc.identifier.scopuseid_2-s2.0-33847270730en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-33847270730&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume9en_HK
dc.identifier.issue1en_HK
dc.identifier.spage33en_HK
dc.identifier.epage50en_HK
dc.identifier.isiWOS:000248659100003-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridGans, N=6602173682en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK

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