Publication: Revenue management through dynamic cross selling in call centers
dc.contributor.coauthor | N/A | |
dc.contributor.department | Department of Business Administration | |
dc.contributor.department | Department of Industrial Engineering | |
dc.contributor.kuauthor | Karaesmen, Zeynep Akşin | |
dc.contributor.kuauthor | Örmeci, Lerzan | |
dc.contributor.schoolcollegeinstitute | College of Administrative Sciences and Economics | |
dc.contributor.schoolcollegeinstitute | College of Engineering | |
dc.date.accessioned | 2024-11-09T23:37:59Z | |
dc.date.issued | 2010 | |
dc.description.abstract | This paper models the cross-selling problem of a call center as a dynamic service rate control problem. The question of when and to whom to cross sell is explored using this model. The analysis shows that, under the optimal policies, cross-selling targets may be a function of the operational system state. Sufficient conditions are established for the existence of preferred calls, i.e., calls that will always generate a cross-sell attempt. These provide guidelines in segment formation for marketing managers, and lead to a static heuristic policy. Numerical analysis establishes the value of different types of information, and different types of automation available for cross selling. Increased staffing for the same call volume is shown to have a positive and increasing return on revenue generation via cross selling, suggesting the need to staff for lower loads in call centers that aim to be revenue generators. The proposed heuristic leads to near optimal performance in a wide range of settings. 2010 Production and Operations Management Society. | |
dc.description.indexedby | WOS | |
dc.description.indexedby | Scopus | |
dc.description.issue | 6 | |
dc.description.openaccess | YES | |
dc.description.publisherscope | International | |
dc.description.sponsoredbyTubitakEu | TÜBİTAK | |
dc.description.sponsorship | Scientific and Technological Research Council of Turkey, TUBITAK This research was partially supported by the Scientific and Technological Research Council of Turkey, TUBITAK. Zeynep Aksin thanks the MEDS Department, Kellogg School of Management, Northwestern University, where part of this work was completed. | |
dc.description.volume | 19 | |
dc.identifier.doi | 10.1111/j.1937-5956.2010.01157.x | |
dc.identifier.issn | 1059-1478 | |
dc.identifier.quartile | Q2 | |
dc.identifier.scopus | 2-s2.0-79952022731 | |
dc.identifier.uri | https://doi.org/10.1111/j.1937-5956.2010.01157.x | |
dc.identifier.uri | https://hdl.handle.net/20.500.14288/12915 | |
dc.identifier.wos | 284166100007 | |
dc.keywords | Call center | |
dc.keywords | Cross-selling heuristic | |
dc.keywords | Customer relationship management | |
dc.keywords | Dynamic programming | |
dc.language.iso | eng | |
dc.publisher | Wiley-Blackwell | |
dc.relation.ispartof | Production and Operations Management | |
dc.subject | Engineering | |
dc.subject | Manufacturing engineering | |
dc.subject | Operations research | |
dc.subject | Management science | |
dc.title | Revenue management through dynamic cross selling in call centers | |
dc.type | Journal Article | |
dspace.entity.type | Publication | |
local.contributor.kuauthor | Örmeci, Lerzan | |
local.contributor.kuauthor | Karaesmen, Zeynep Akşin | |
local.publication.orgunit1 | College of Engineering | |
local.publication.orgunit1 | College of Administrative Sciences and Economics | |
local.publication.orgunit2 | Department of Industrial Engineering | |
local.publication.orgunit2 | Department of Business Administration | |
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