【摘要】： 隨著移動電話業(yè)務(wù)的急劇增長,電信公司為了保持或提升其競爭力,建立電話呼叫中心為顧客提供24小時的熱線服務(wù)。本文研究的某電信呼叫中心以提供基于電話服務(wù)的內(nèi)呼業(yè)務(wù)為主,負(fù)責(zé)對公司推出的各類手機(jī)卡產(chǎn)品及電信服務(wù)提供話費(fèi)咨詢、業(yè)務(wù)受理、投訴處理等服務(wù)項(xiàng)目,并協(xié)調(diào)公司其它部門及時協(xié)調(diào)、解決顧客問題。作為以提供內(nèi)呼業(yè)務(wù)為主的呼叫中心而言,迫于競爭對手的壓力以及買方話務(wù)到達(dá)量的模式,導(dǎo)致在電話隊列中等待時間過長或者根本不能順利接入服務(wù)系統(tǒng)的顧客,很可能會轉(zhuǎn)向企業(yè)的競爭對手并成為其客戶。因此呼叫中心的撥通率,即保證顧客隨時可以方便地接入呼叫中心接受服務(wù),成為呼叫中心運(yùn)營的基本目標(biāo)。 作為一個追求質(zhì)量與效率平衡的隨機(jī)服務(wù)系統(tǒng),呼叫中心撥通率指標(biāo)的實(shí)現(xiàn)有賴于在有限的成本基礎(chǔ)上,根據(jù)每天不同時段變化的話務(wù)到達(dá)量來相應(yīng)地安排客服代表數(shù)目。國內(nèi)電信呼叫中心在進(jìn)行人員數(shù)目求解時,通常采用ErlangC排隊公式,但是該排隊模型的成立需要基于許多假設(shè)條件之上。而現(xiàn)代呼叫中心的運(yùn)營特點(diǎn)、話務(wù)到達(dá)量變化以及顧客放棄行為的不可忽略,都使得原有模型遠(yuǎn)遠(yuǎn)不能滿足實(shí)際人員排班需要。本文通過對某電信呼叫中心實(shí)際運(yùn)營數(shù)據(jù)的分析,對顧客放棄行為的影響進(jìn)行探討,并對ErlangC和ErlangA兩種排隊模型在預(yù)測人員需求數(shù)目方面的差異進(jìn)行對比和分析,驗(yàn)證了運(yùn)用ErlangA模型進(jìn)行人員數(shù)目計算的優(yōu)越性。并對排隊模型的三大輸入?yún)?shù):話務(wù)到達(dá)率、客服代表的服務(wù)時間以及顧客排隊等候的耐心程度進(jìn)行深入分析。通過Erlang排隊模型最終計算出來的是當(dāng)量人員數(shù)目。為了彌補(bǔ)話務(wù)高峰期服務(wù)系統(tǒng)的隨機(jī)變異性,本文又提出用改進(jìn)的平方根安全人員原理進(jìn)行安全人員數(shù)目的補(bǔ)充,以確保在高負(fù)荷利用率的情況下仍然能夠保證呼叫中心撥通率的實(shí)現(xiàn)。 本研究的創(chuàng)新之處在于,基于呼叫中心實(shí)際運(yùn)營數(shù)據(jù)的分析而提出呼叫中心人員需求數(shù)目的新求解模型;證明國內(nèi)某呼叫中心的客服代表服務(wù)時長服從對數(shù)正態(tài)分布,并以此進(jìn)行均值和置信區(qū)間的計算;最后運(yùn)用ErlangA模型解決質(zhì)量與效率平衡系統(tǒng)下的安全人員數(shù)目求解問題。
[Abstract]:With the rapid growth of mobile phone business, in order to maintain or enhance their competitiveness, telecom companies set up call centers to provide customers with 24-hour hotline service. The telecom call center studied in this paper mainly provides internal call service based on telephone service. It is responsible for providing telephone fee consultation, business acceptance, complaint handling and other service items to all kinds of mobile phone card products and telecommunication services launched by the company. Coordinate with other departments to solve customer problems. As a call center that mainly provides internal call services, customers who wait too long in a telephone queue or simply cannot access the service system are subjected to the pressure of their competitors and the mode of arrival of the buyer's traffic. It is likely to turn to its competitors and become its customers. Therefore, the dialing rate of the call center, that is, to ensure that the customer can easily access the call center to receive services at any time, has become the basic target of the call center operation. As a stochastic service system which pursues the balance of quality and efficiency, the implementation of call center dialing rate index depends on arranging the number of customer service representatives on the basis of the limited cost and according to the traffic arrival quantity varying at different times of the day. The ErlangC queuing formula is usually used in the calculation of the number of people in the domestic telecom call center, but the establishment of the queuing model needs to be based on many assumptions. However the operation characteristics of modern call center the change of traffic arrival volume and the abandon behavior of customers all make the original model far from meeting the needs of actual personnel scheduling. Based on the analysis of the actual operation data of a telecom call center, this paper probes into the influence of customer abandonment behavior, and compares and analyzes the difference between ErlangC and ErlangA queuing models in predicting the number of personnel demand. The superiority of using ErlangA model to calculate the number of personnel is verified. The three input parameters of the queuing model, namely, the traffic arrival rate, the service time of the customer service representative and the patient degree of the customer queuing are analyzed. The number of equivalent personnel is calculated by Erlang queuing model. In order to make up for the random variability of traffic peak service system, this paper proposes to use the improved square root security personnel principle to supplement the number of security personnel. To ensure that the call center dialing rate can still be achieved under high load utilization. The innovation of this study is that, based on the analysis of the actual operation data of the call center, a new solution model for the number of call center personnel is proposed, and it is proved that the long service of customer service representative service in a domestic call center is logarithmic normal distribution. Finally, the ErlangA model is used to solve the problem of the number of security personnel in the system of quality and efficiency balance.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2006
【分類號】：F626;C934

【引證文獻(xiàn)】

相關(guān)期刊論文 前1條

1 蘇曉東;梁艷;;多業(yè)務(wù)呼叫中心系統(tǒng)坐席分配問題研究[J];信息技術(shù);2010年08期

相關(guān)碩士學(xué)位論文 前1條

1 黃小斌;基于CTI技術(shù)的社區(qū)呼叫中心的研究與實(shí)現(xiàn)[D];南昌大學(xué);2009年

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本文編號：2231311