带柔性休息时间的多技能呼叫中心班次设计

发布时间：2018-01-05 11:31

本文关键词：带柔性休息时间的多技能呼叫中心班次设计　出处：《计算机工程与应用》2015年19期 　论文类型：期刊论文

【摘要】：几乎所有的大型呼叫中心都提供7×24服务,其必然面对着一天内客户需求大幅度的波动,为了更好匹配客户需求与人力资源供给,班次设计尤为重要。由于一天内的工作负荷极不均衡,呼叫中心的班次设计远比传统概念上的"早中晚三班"复杂,其中最困难的是班次中休息时间的合理分配。提出了两阶段的班次设计思路,在第一阶段确定了班次的个数与起止时间,第二阶段在连续的班次中加入根据当天需求柔性可变的休息时间,并将人力需求由时刻转化为班次,缩小后续人员指派问题的规模。通过算例实验证明二阶段的班次设计模型能得到可行解,并分析了其存在的问题。
[Abstract]:Almost all of the large call center provide 7 * 24 service, it must face the customer needs within a day of large fluctuations, in order to better match the customer demand and supply of human resources, service design is particularly important. Because the work load in a day is very uneven, the call center frequency than the traditional concept of the design "early in the evening of the three class" complex, one of the most difficult is to distribute the rest time shift. Put forward the design ideas of the two stage of the shift, in the first stage to determine the number of flights and time, the second stage in the continuous shift according to the demand of flexible variable join the rest of the time, and human by the time the demand into shifts, narrowing the follow-up personnel assigned to the scale of the problem. The numerical experiments show that the two phase shift design model can get feasible solution, and analyzes its existing problems.

【作者单位】：东华大学旭日工商管理学院;上海理工大学管理学院;
【基金】：国家自然科学基金青年项目(No.71202065)
【分类号】：TN99
【正文快照】： 1引言1.1背景呼叫中心(Call Center)作为一种成熟运营模式已广泛应用于各社会各行业中,成为各自保持客户联系的关键渠道与制胜法宝。多技能指呼叫中心能提供超过一种的服务,其坐席人员也被培训有一种或多种服务的技能。多技能呼叫中心是呼叫中心发展的必然形态。呼叫中心是典

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