多技能呼叫中心排班算法研究

苏强, 赵飞

系统工程理论与实践 ›› 2015, Vol. 35 ›› Issue (1) : 239-246.

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PDF(701 KB)
系统工程理论与实践 ›› 2015, Vol. 35 ›› Issue (1) : 239-246. DOI: 10.12011/1000-6788(2015)1-239
论文

多技能呼叫中心排班算法研究

    苏强, 赵飞
作者信息 +

Study on the staffing algorithm for multi-skill call center

    SU Qiang, ZHAO Fei
Author information +
文章历史 +

摘要

对多技能呼叫中心的排班问题进行了系统研究.采用考虑顾客放弃的Erlang-A模型计算人力需求,应用动态集合覆盖算法解决多技能排班路由问题,针对多技能优化排班问题设计开发相应的启发式算法,并应用某呼叫中心的实际数据验证了算法的计算效率和优化效果.此外,对不同人力分组方案和不同班时拆分方案进行了一系列试验计算,发现分组细化和班时细分都能够提升排班效果,相比而言班时拆分对排班效果的影响作用更加显著.

Abstract

The multi-skill call center staffing problem is studied systematically in this paper. Erlang-A model, in which, the abandoning customers can be taken into consideration, was applied to estimate the need of operators. Then, a dynamic set covering algorithm was proposed to solve the multi-skill routing problem. Thereafter, a heuristic algorithm was developed to solve the large-scale call center staffing problem. Finally, the data of a real call center was utilized to verify the efficiency and effectiveness of the algorithm. In addition, a series of computational experiments were conducted to compare the service level of different personnel-grouping schemes and different working-hour-split schemes. The calculating results show that the smaller personnel-group and shorter working hours can improve the staffing quality. And compared with the personnel-grouping schemes, working-hour-split schemes can be more effective on the staffing quality improvement.

关键词

呼叫中心 / 多技能排班 / 动态集合覆盖算法 / 启发式算法

Key words

call center / multi-skill staffing / dynamic set covering algorithm / heuristic algorithm

引用本文

导出引用
苏强 , 赵飞. 多技能呼叫中心排班算法研究. 系统工程理论与实践, 2015, 35(1): 239-246 https://doi.org/10.12011/1000-6788(2015)1-239
SU Qiang , ZHAO Fei. Study on the staffing algorithm for multi-skill call center. Systems Engineering - Theory & Practice, 2015, 35(1): 239-246 https://doi.org/10.12011/1000-6788(2015)1-239
中图分类号: TP399    O224   

参考文献

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基金

国家自然科学基金(71072026, 71090404)

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