Outsourcing strategy in two-stage call centers

Authors:
Jun Woo Kim;Sang Chan Park
Affiliations:
Department of Industrial Engineering, KAIST, Guseong-dong, Yuseong-gu, Daejeon 305-701, South Korea;College of Business Administration, Kyung Hee University, 1 Hoegi-dong, Dongdaemun-gu, Seoul 130-701, South Korea
Venue:
Computers and Operations Research
Year:
2010

Citing 5
Cited 5

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Abstract

This paper considers 'two-stage' call centers where some incoming calls are completed by first service while others require an additional second service. Although this type of call center is not uncommon, it has not been dealt with, if any, in the call center literature. In this paper, we introduce the concept of the 'two-stage' call center and discuss its features. Furthermore, we develop an effective outsourcing strategy in 'two-stage' call centers. To this end, we model 'two-stage' service system and propose several call routing structures. The structures are compared through numerical test and conventional queueing theories form the theoretical basis of our study.