考虑兼职用工的呼叫中心坐席人员排班问题

Shift scheduling and rostering problem of call centers with part-time shift consideration

近年来,呼叫中心企业在人力排班中搭配使用兼职人员;兼职人力无论成本或工作模式都与全职坐席人员不同.针对企业实践场景,构建考虑兼职用工的坐席人员排班问题整数规划模型.在分析认识问题优化结构规律基础上提出两阶段优化算法.该算法通过分解日期和班次决策降低问题求解复杂性,通过表征不同类型人力满足话务有效需求的量化指标,局部优化地生成可用排班方案;然后运用具有模拟退火或贪婪机制的邻域搜索技巧来改善前阶段生成的排班方案.计算表明提出的算法能够获得企业规模问题的优化排班方案.最后分析各种因素如何影响兼职用工优化策略.研究表明科学合理使用兼职人力能够有效降低排班用工成本.

In recent years,call centers incorporate part-time manpower into their schedule tables.Parttime manpower is different from full-time agents in cost and work mode.An integer programming model is constructed under this actual scenario.A two-stage optimal algorithm is proposed based on analyzing and recognizing the optimization structure of the problem.The algorithm adopts the idea of decomposed decisions of day and shift on-duty to reduce the complexity for solving the problem,and assigns full-time and part-time shifts by using the different metrics that cover human resource requirements of intervals to generate available solution.Then,the algorithm uses neighborhood search techniques with simulated annealing mechanism or greedy mechanism to improve the generated solution.The computational experiments illustrate that the proposed algorithm can obtain optimization schemes of the enterprise-scale instances.Finally,how various factors affect optimization strategies of part-time manpower is analyzed.The research shows that scientific and rational use of part-time manpower can effectively reduce the cost of schedule tables.