Publication:
Revenue management through dynamic cross selling in call centers

dc.contributor.coauthorN/A
dc.contributor.departmentDepartment of Business Administration
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.kuauthorKaraesmen, Zeynep Akşin
dc.contributor.kuauthorÖrmeci, Lerzan
dc.contributor.schoolcollegeinstituteCollege of Administrative Sciences and Economics
dc.contributor.schoolcollegeinstituteCollege of Engineering
dc.date.accessioned2024-11-09T23:37:59Z
dc.date.issued2010
dc.description.abstractThis 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.indexedbyWOS
dc.description.indexedbyScopus
dc.description.issue6
dc.description.openaccessYES
dc.description.publisherscopeInternational
dc.description.sponsoredbyTubitakEuTÜBİTAK
dc.description.sponsorshipScientific 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.volume19
dc.identifier.doi10.1111/j.1937-5956.2010.01157.x
dc.identifier.issn1059-1478
dc.identifier.quartileQ2
dc.identifier.scopus2-s2.0-79952022731
dc.identifier.urihttps://doi.org/10.1111/j.1937-5956.2010.01157.x
dc.identifier.urihttps://hdl.handle.net/20.500.14288/12915
dc.identifier.wos284166100007
dc.keywordsCall center
dc.keywordsCross-selling heuristic
dc.keywordsCustomer relationship management
dc.keywordsDynamic programming
dc.language.isoeng
dc.publisherWiley-Blackwell
dc.relation.ispartofProduction and Operations Management
dc.subjectEngineering
dc.subjectManufacturing engineering
dc.subjectOperations research
dc.subjectManagement science
dc.titleRevenue management through dynamic cross selling in call centers
dc.typeJournal Article
dspace.entity.typePublication
local.contributor.kuauthorÖrmeci, Lerzan
local.contributor.kuauthorKaraesmen, Zeynep Akşin
local.publication.orgunit1College of Engineering
local.publication.orgunit1College of Administrative Sciences and Economics
local.publication.orgunit2Department of Industrial Engineering
local.publication.orgunit2Department of Business Administration
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