"The Gatekeeper's Dilemma: When Should I Transfer This Customer?"
with Evgeny Kagan and Maqbool Dada. Accepted at Operations Research.
In many service encounters front-line workers (often referred to as gatekeepers) have the discretion to attempt to resolve a customer request or to transfer the customer to an expert service provider. Motivated by an incentive redesign at a call center of a mid-size US-based bank, we formulate and solve an analytical model of the gatekeeper’s transfer response to different incentive schemes and to different congestion levels. We then test several model predictions experimentally.