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 … having service capacity; thus implicit in the outsourcing decision is a capacity decision. Insufficient capacity implies that …