Outsourcing models for contact center

In this article is proposed to classify calls from customers of companies as belonging for one of two types: high-value calls (telephone call, VoIP) and low-value calls (е-mail, chat). The high-value calls are served by «in house» agents that the service provider trains and manages itself. The low-value calls are routed to an outsourcer if all «in house» agents are busy. This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routing algorithms