Understanding customer retrials in call centers: preferences for service quality and service speed

Journal article

Problem definition:

Customers are likely to initiate retrial calls when their previous contact with a call center fails to deliver a satisfactory resolution. According to industry reports, retrials are listed as a top annoying issue for customers and hurt call centers’ profits. Though recognizing this problem, call centers find it challenging to reduce retrials without overshooting their operating expenses. Our research aims to empirically understand the mechanism o... Expand abstract

Authors: Hu, K; Allon, G; Bassamboo, A

• Publication status: Published
• Peer review status: Peer reviewed
• Publisher: INFORMS
• Journal: Manufacturing and Service Operations Management
• Volume: 24
• Issue: 2
• Pages: 1002-1020
• Publication date: 2021-07-09
• Acceptance date: 2020-11-13
• DOI: 10.1287/msom.2021.0976
• EISSN: 1526-5498
• ISSN: 1523-4614
• Language: English
• Keywords: service speed and quality; call centers; retrials; first-contact resolution; customer services; empirical operations management; structural model