| Article ID: | iaor200931917 |
| Country: | United States |
| Volume: | 9 |
| Issue: | 1 |
| Start Page Number: | 33 |
| End Page Number: | 50 |
| Publication Date: | Dec 2007 |
| Journal: | Manufacturing & Service Operations Management |
| Authors: | Gans Noah, Zhou YongPin |
| Keywords: | service |
Companies may choose to outsource parts, but not all, of their call–center operations. In some cases, they classify customers as high or low value, serving the former with their in–house operations and routing the latter to an outsourcer. Typically, they impose service–level constraints on the time each type of customer waits on hold.