Call center operations in retail banking are undergoing a transition from being service-oriented centers to becoming sales-driven organizations. This paper explores the tradeoffs between service and sales in phone center operations and develops an analytical approach to quantify the costs and...

This paper presents a methodology which determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...

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This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss system, where the interacting effects of human, telecommunication, and information technology resources are explicitly incorporated. Product form...