基于请假需求的物流联络中心排班研究

Research on Shift Scheduling of Logistics Contact Center Based on Leave Demand

排班是联络中心的核心问题,排班计划的优劣直接决定着联络中心的运作成本、服务质量和员工的工作态度。考虑到现实中会出现请假需求的情况,一方面基于坐席事前请假,在排班模型中添加请假约束,另一方面基于坐席突发请假,建立突发请假处理机制。最后以遗传算法为工具、通过数值实验验证了该模型和请假处理机制更具有实际操作的可行性。该模型和请假处理机制不仅适用于物流联络中心,对其它的服务行业的排班也具有较强的参考价值。

Scheduling is the core issue of contact center, and the quality of scheduling will directly determine running cost,service quality and employees working attitude of contact cen- ter. Considering the condition that leave demand will occur in realiu, on the one hand the constraint of leave beforehand is added to establish a shift scheduling model of contact center, on the other hand. The processing mechanism of unexpected leave is established based on the unexpected leave. Lastly, using genetic algorithms as a tool and the numerical simula- tion proves the model and the processing mechanism of unex- peered leave are more feasible in the actual operation. The model and the processing mechanism of unexpected leave are not only applied to logistics contact centers, but also has a strong reference value for scheduling of other service fields.