O. Zeynep Ak\c{s}in; Véricourt, Francis de; Karaesmen, … - In: Management Science 54 (2008) 2, pp. 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...