on the part of the call center and what the implications are for customers. In particular, we show that under contracts … under the approximating asymptotic regime considered in this paper. We then suggest other contracts that do not result in … contracts in terms of mean, variance, and outer percentiles of delay for both customer types using both numerical and asymptotic …

Contractual helpdesk services, also known as call center outsourcing is a growing industry. Helpdesk solutions, which … service function. For smaller companies, outsourcing helpdesk services is becoming more and more popular given the technical … need for hiring additional staff. While the basic principles for negotiating an outsourcing contract apply, this paper …