考虑顾客放弃和服务台数量可变的联络中心排队模型

Queue Model of Contact Center for Customer Abandon and Variable Number of Reception Desks

在高峰时段或紧急事故下,当排队的顾客数量超过限定的瓶颈阈值时,可以申请开启新的服务台。该文根据现实情况考虑增加座席疲劳度和顾客耐烦性等限制条件,以成本最优为目标建立考虑顾客放弃和服务台数量可变的多渠道联络中心排队模型。运用ProModel软件对联络中心排队模型整体的性能进行仿真分析,并与传统的呼叫中心排队模型进行对比,验证其有效性。结果表明,当等待的顾客数量达到峰值时,以队列阈值为条件控制服务台数量的联络中心排队模型较于传统模型而言,不仅能改善系统整体的运营效率,而且可以使总座席数量保持在合理的范围内,以控制人力成本、降低顾客的损失成本及损失率、提高座席的服务水平。

With the strategy that new service desks can be applied for opening when the queuing number of customers exceeds the limited bottleneck threshold in peak hours or emergencies, and considering constraints such as increased staff fatigue and customer patience in actual situations, a contact center queue model with the objective of cost optimization is established based on parameters of customers abandon, multi-channel service and variable number of reception desks. The performance of the contact center queue model is simulated and analyzed by using ProModel software, and its effectiveness is verified by comparing with the traditional call center queue model. Simulation results show that, when the number of customers waiting for service reaches a peak, the contact center queue model based on queue threshold condition to control the number of reception desks not only can improve the operating efficiency of the system as a whole, but also can effectively keep the staffing number in a reasonable range in order to control the loss of staffing costs, reduce the loss cost and loss rate of customers, and improve the service level of staff.