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Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
متن کاملCall-Routing Schemes for Call-Center Outsourcing
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, we provide a direct characterization of system performance. For the f...
متن کاملCall Center Optimization
Preface This book is written for everybody who is dedicated to improving call center performance. It offers a rational, scientific method to the understanding and optimization of call centers. It explains all generic aspects of call and contact centers, from the basic Erlang formula to advanced topics such as skill-based routing and multi-channel environments. It does this without going into te...
متن کاملA Call for Change in the Call Center
abStraCt Knowledge management is concerned with assisting the decision and problem solving process. In domains such as the call center, effective trouble shooting requires the (re)use of knowledge about problem classes, the range of solutions and the link between certain problems and solutions. Despite the existence of many knowledge management tools, knowledge is scattered across disparate sou...
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ژورنال
عنوان ژورنال: Arbeit
سال: 2005
ISSN: 2365-984X,0941-5025
DOI: 10.1515/arbeit-2005-0102