联络中心服务满意度的异常检测与分析

Detection and Analysis of Abnormal Service Satisfaction in Contact Center

为保证联络中心服务质量,构建统计过程控制和模糊诊断技术的整合模型,对服务满意度进行异常检测和分析诊断,以便采取改进措施.通过同异反评价模型和层次分析法计算顾客综合满意度,结合统计过程控制的Shewhart控制图发现异常情况,利用模糊诊断技术找出联络中心异常原因之一是异常当日部分地区举办活动.对照该中心当时实际情况,证实在负责地区当天举办促销活动,使有限的坐席人员无法满足突然增加的顾客需求.可见该模型能及时发现异常情况及原因,对提高联络中心或其他行业的服务质量具有实际意义.

To ensure service quality of a contact center, an integrated model of statistical process control and fuzzy diagnosis is built for improvement. An identical-different-opposite evaluation model with an analytic hierarchy process is used to calculate overall customer satisfaction. A Shewhart control chart is used to discover abnormality in the contact center. Causes of abnormalities in the contact center are analyzed and identified with fuzzy diagnosis. It is found that one of the causes was regional promotion activity held on that day, which has been confirmed by checking the actual arrangement of the contact center in their serve area. The limited agents were unable to meet the suddenly increasing service demand. It is concluded that the model can find abnormalities and the reasons. The method is useful for improving service quality of contact centers and other fields.