带排队信息提示的呼叫中心人力资源分配方法

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.

Method on Staffing of Call Center with Delay Information

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.