Ren, Z. Justin; Zhou, Yong-Pin - In: Management Science 54 (2008) 2, pp. 369-383
center that does outsourcing work for the user company. We model the call center as a G/G/s queue with customer abandonment …. Each call has a revenue potential, and we model the call center's service quality by the percentage of calls resolved … (revenue realized). The call center makes two strategic decisions: how many agents to have and how much effort to exert to …