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AT&T's Telemarketing Site Selection System Offers Customer Support

Author

Listed:
  • Thomas Spencer

    (AT&T, Business Operations Analysis, Room 7125M1, 295 North Maple Avenue, Basking Ridge, New Jersey 07920)

  • Anthony J. Brigandi

    (AT&T, Business Operation Analysis, Room 7126M1, 295 North Maple Avenue, Basking Ridge, New Jersey 07920)

  • Dennis R. Dargon

    (AT&T, National Technical Center, Room 2A130G, Routes 202/206 North, Bedminster, New Jersey 07921)

  • Michael J. Sheehan

    (AT&T, National Technical Center, Room 220, 1701 East Woodfield Road, Schaumburg, Illinois 60173)

Abstract

Over 180,000 telemarketing centers in the United States employ over 2,000,000 people. Because of the rapid growth in the telemarketing industry, site location has become a critical problem. The National Technical Center came to Business Operations Analysis to develop a decision support system to help AT&T customers determine “good” locations for their telemarketing centers. The core of the system is a mixed integer programming model which minimizes labor, communications, and real-estate costs, while determining the optimal number, location of centers, and geographic regions to be served. In 1988, 46 AT&T customers made decisions on site locations swiftly and confidently, while committing to $375 million in annual network services and $31 million in equipment sales.

Suggested Citation

  • Thomas Spencer & Anthony J. Brigandi & Dennis R. Dargon & Michael J. Sheehan, 1990. "AT&T's Telemarketing Site Selection System Offers Customer Support," Interfaces, INFORMS, vol. 20(1), pages 83-96, February.
    • Handle: RePEc:inm:orinte:v:20:y:1990:i:1:p:83-96
    DOI: 10.1287/inte.20.1.83
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    Cited by:

    1. Peter C. Bell & Chris K. Anderson, 2002. "In Search of Strategic Operations Research/Management Science," Interfaces, INFORMS, vol. 32(2), pages 28-40, April.

    More about this item

    Keywords

    programming: mixed integer; marketing;

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