考虑顾客耐心的呼叫中心人力资源配置模型

Staffing model for call center with customer patience variation

顾客不耐烦心理对行为的影响对于呼叫中心人力资源配置具有重要作用.针对一类带有排队等待时间提示的M/M/N+M排队模型,提出了顾客等待耐心值随机变化下的最少人力资源的优化配置方法.首先,基于排队论给出了带有顾客等待时间提示的排队模型,包括顾客心理变化表达式和顾客放弃行为(直接退出和中途放弃)的概率函数.其次,通过对排队过程分析得到稳态系统下的性能指标计算公式,并建立了最少人力资源配置的优化模型,并给出了基于二分法和固定点法的求解方法.最后,通过数值实验分析了时间提示可靠性、顾客行为惩罚系数和顾客耐心变化对人力资源配置的影响规律.研究结果对于呼叫中心人力资源管理具有重要指导作用.

The impact of impatience psychology on customer behaviors plays an important role in the human resources staffing of call centers. The paper formulates a model of staffing optimization of call centers con- sidering stochastic customer patience variation on staffing, based on M/M/N＋M queue with delay information announced. Firstly, the queuing model with delay information is given based on queuing theory, and customer patience variation and the probability of customers＇ behavior of abandonment including balking and reneging are formulated as a function of the delay information. Secondly, we derive some related performances by ana- lyzing the queuing process for steady state probability. Lastly, the optimal staffing level is calculated through a bisection algorithm and the fixed point algorithm. The numerical example illustrates that how the reliability probability of delay information, penalty coefficient of customer behavior, and patience variation affect staffing. The conclusion drawn has guiding implications for human resource management in call centers.