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.
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