Optimal scheduling in call centers with a callback option

Article English OPEN
Legros , Benjamin; Jouini , Oualid; Koole , Ger;
(2016)

International audience; We consider a call center model with a callback option, which allows to transform an inbound call into an outbound one. A delayed call, with a long anticipated waiting time, receives the option to be called back. We assume a probabilistic custome... View more
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