东北大学学报（自然科学版）

东北大学学报:自然科学版 ›› 2014, Vol. 35 ›› Issue (1): 1-4.DOI: 10.12068/j.issn.1005-3026.2014.01.001

• 信息与控制 •    下一篇

带排队信息提示的呼叫中心人力资源分配方法

于淼，宫俊，唐加福，朱华波   

  1. (东北大学 流程工业综合自动化国家重点实验室， 辽宁 沈阳110819)
  • 收稿日期:2013-02-08 修回日期:2013-02-08 出版日期:2014-01-15 发布日期:2013-07-09
  • 通讯作者: 于淼
  • 作者简介:于淼(1987-)，女，黑龙江大兴安岭人，东北大学博士研究生；唐加福(1965-)，男，湖南东安人，东北大学教授，博士生导师.
  • 基金资助:
    国家自然科学基金资助项目(71271052)；国家创新研究群体科学基金资助项目(71021061).

Method on Staffing of Call Center with Delay Information

YU Miao， GONG Jun， TANG Jiafu， ZHU Huabo   

  1. State Key Laboratory of Synthetical Automation for Process Industries， Northeastern University， Shenyang 110819， China.
  • Received:2013-02-08 Revised:2013-02-08 Online:2014-01-15 Published:2013-07-09
  • Contact: YU Miao
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摘要： 针对一类带有排队等待时间提示的呼叫中心人力资源分配问题，提出了基于考虑顾客放弃行为的M/M/N+M排队模型的优化方法.首先，给出了系统提示等待时间的估算方法和排队等待时间提示对顾客放弃行为(直接退出和中途放弃)影响的概率函数.其次，通过生灭过程的评估方法给出了稳态系统的性能计算公式，并且设计了基于固定点算法的人力资源水平求解算法.最后，通过数值分析给出了排队信息对顾客放弃行为和对人力资源水平的影响效果.研究结果表明，所提出的方法对具有排队信息提示的呼叫中心人力资源管理具有一定的指导作用.

关键词: 呼叫中心, 人力资源分配, 顾客行为, 直接退出和中途放弃, 排队等待信息

Abstract: Due to the problem of staffing in a call center with delay information， an optimized M/M/N+M queue algorithm with the performance measures of the customers’ behavior was proposed. Firstly， the estimation method of waiting time of delay information announced in the system was given， then the probability of customers’ behavior of abandonment including balking and reneging was formulated as a function of delay information. Secondly， some related performances were derived by applying the birthdeath process for steady state probability， and the fixed point algorithm was designed for the optimal staffing level. Lastly， the numerical study showed how delay information impacted on customer behavior and staffing. The numerical results indicated that the method proposed is of importance to human resource management.

Key words: call center, staffing, customer behavior, balking and reneging, delay information

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