کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
473782 | 698813 | 2010 | 16 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Outsourcing strategy in two-stage call centers
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موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
علوم کامپیوتر (عمومی)
پیش نمایش صفحه اول مقاله
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چکیده انگلیسی
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.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Computers & Operations Research - Volume 37, Issue 4, April 2010, Pages 790–805
Journal: Computers & Operations Research - Volume 37, Issue 4, April 2010, Pages 790–805
نویسندگان
Jun Woo Kim, Sang Chan Park,