Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Manufacturing & Service Operations Management
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Note---A Mathematical Model for Evaluating Cross-Sales Policies in Telephone Service Centers
Manufacturing & Service Operations Management
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Management Science
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Management Science
When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance
Manufacturing & Service Operations Management
Optimal customer selection for cross-selling of financial services products
Expert Systems with Applications: An International Journal
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Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product offerings accordingly. This paper considers a call center with cross-selling capability that serves a pool of customers that are differentiated in terms of their revenue potential and delay sensitivity. It studies the operational decisions of staffing, call routing, and cross-selling under various forms of customer segmentation. It derives near-optimal controls in each of the settings analyzed, and characterizes the impact of a more refined customer segmentation on the structure of these policies and the center's profitability.