多技能呼叫中心的Ⅰ型与Ⅴ型路由策略人力需求仿真分析

Simulation on Human Resource Requirement of "I" and "V" Design in Multi-skill Call Center

呼叫中心路由策略的选择对多技能呼叫中心至关重要,它影响到呼叫中心最昂贵资源:人力资源的支出。本文针对拓扑结构中的Ⅰ型、V型设计三种路由策略,研究这三种路由策略在两种呼叫类型下人力资源需求的情况。通过仿真模型的建立与运行,发现V型有优先级的路由策略在同样的服务水平和座席占用率下,所需的人力资源最少。

Implementing an appropriate Skill-Based Routing is significant to call centers, which concerns the most expensive resource： human resource. We consider three Skill- Based Routing strategies based on ＇T＇ design and ＂V＂ design. Two types of calls input, measured by service level and utility of call center agents and simulation model developed and implemented, we find ＂V＂ design with priority needs the least agents under the same service level, which has the same agent utility as other Skill-Based Routing strategies.