The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatien...The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center＇s queuing model - the queuing model of M/M/S/K ＋ M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents＇ office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.展开更多
文摘The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center＇s queuing model - the queuing model of M/M/S/K ＋ M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents＇ office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.
