Call Center Outsourcing Contract Analysis and Choice

@article{Aksin2008CallCO,
  title={Call Center Outsourcing Contract Analysis and Choice},
  author={O. Zeynep Aksin and Francis de V{\'e}ricourt and Fikri Karaesmen},
  journal={Management Science},
  year={2008},
  volume={54},
  pages={354-368}
}
This paper considers a call center outsourcing contract analysis and choice problem faced by a contractor and a service provider. The service provider receives an uncertain call volume over multiple periods and is considering outsourcing all or part of these calls to a contractor. Each call brings in a fixed revenue to the service provider. Answering calls requires having service capacity; thus implicit in the outsourcing decision is a capacity decision. Insufficient capacity implies that calls… CONTINUE READING

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