Call Center Outsourcing: Coordinating Staffing Level and Service Quality
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Overview: This white paper elaborates the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center makes two calculated decisions, how many agents to have and how much effort to exert to achieve service quality. The authors are interested in the contracts the user company can use to induce the call center to both staff and exert effort at levels that are best for the outsourcing supply chain.