基于疲勞度和路由容量限制的聯(lián)絡(luò)中心排班

摘要： 客戶滿意度與坐席的流動(dòng)率是聯(lián)絡(luò)中心在運(yùn)作和管理中必須關(guān)心的指標(biāo).為減少聯(lián)絡(luò)中心坐席的流動(dòng)率,考慮了坐席的疲勞度、多技能坐席、多渠道服務(wù)以及由當(dāng)前大多數(shù)聯(lián)絡(luò)中心的實(shí)際經(jīng)營狀況所引起的坐席技能和任務(wù)渠道的路由容量限制,建立了坐席排班模型.求解該模型所得到的最優(yōu)排班方案能保證聯(lián)絡(luò)中心所需人力水平的情況下盡量減少坐席的工作疲勞度.最后,結(jié)合某聯(lián)絡(luò)中心數(shù)據(jù),采用LINGO語言對(duì)模型進(jìn)行分析,并與其他方案進(jìn)行對(duì)比以驗(yàn)證該模型的有效性.研究表明,該模型不僅為聯(lián)絡(luò)中心提供了一種有效的排班方案,而且對(duì)其他服務(wù)行業(yè)的排班也具有重要的參考價(jià)值.
In evaluation of the service efficiency of a contact center, besides the customer satisfaction, the turnover rate of agents is also a major concerned index of the contact center among operation and management. To reduce the turnover rate of agents in contact centers,we establish a shift scheduling model about agents by considering the agent's fatigue, multiskill agents, multi-channel service and the limit of agent-skill and task-channel routing capacity which is caused by the actual operations situation of the majority of current contact centers. By solving the model, we give the optimal scheduling scheme to reduce the work fatigue of agents as much as possible under the given staffing level in contact centers.Finally, by adopting the LINGO language we apply the model to some contact centers to analyze the data and verify the correctness and validity of the model by comparing with other scheduling schemes. The model not only provides an effective scheduling solution to contact centers, but also plays important reference to other service fields.