Outsourcing strategyintwo-stagecallcenters

This paperconsiders`two-stageʹcallcenterswheresomeincomingcallsarecompletedbyfirstservice while othersrequireanadditionalsecondservice.Althoughthistypeofcallcenterisnotuncommon, it hasnotbeendealtwith,ifany,inthecallcenterliterature.Inthispaper,weintroducetheconcept of the`two-stageʹcallcenteranddiscussitsfeatures.Furthermore,wedevelopaneffectiveoutsourcing strategy in`two-stageʹcallcenters.Tothisend,wemodel`two-stageʹservicesystemandproposeseveral call routingstructures.Thestructuresarecomparedthroughnumericaltestandconventionalqueueing theories formthetheoreticalbasisofourstudy.