工业工程

工业工程

• 实践与应用 • 上一篇    下一篇

基于仿真的大型多渠道联络中心人力效能对比

  

  1. 上海理工大学 管理学院，上海 200093
  • 出版日期:2016-10-31 发布日期:2017-02-21
  • 作者简介:李军祥（1971-），男，山东省人，副教授，博士生导师，主要研究方向为管理科学与工程、系统工程.
  • 基金资助:
    国家自然科学基金资助项目(71572113, 71271138, 71303157, 71202065)； 上海市高峰高原学科建设资助项目(XTKX2012, S1201YLXK)；上海市教委创新基金资助项目(14YZ089, 14YZ088)；上海市大学生创新项目(SH2016064, XJ2016088, XJ2016092)

A Comparative Study of Human Effectiveness of Large-scale Multi-channel Contact Center Based on Simulation

  1. Business School, University of Shanghai for Science & Technology, Shanghai 200093, China
  • Online:2016-10-31 Published:2017-02-21

摘要： 为比较联络中心与呼叫中心因通信渠道数量、种类的不同所导致的人力效能的差异，利用Extendsim仿真软件，分别建立单渠道、两渠道和三渠道联络中心的仿真模型。以客户平均等待时间、座席占用率和服务总人数三个指标作为反映人力效能的评价指标，通过改变座席人数来对比三种模型的三个评价指标的差异。结果表明，与单渠道呼叫中心相比，在相同的任务强度下，多渠道联络中心（尤其是三渠道联络中心）的人力需求更少，当座席人数相同时，三渠道联络中心的客户平均等待时间平均减少46.16%，座席占用率平均降低6.95%，服务总人数平均增加5.58%。通过合理地增加改善通信渠道的数量、种类，多渠道联络中心能够更好地发挥人力效能，降低人力成本，提高服务水平。

关键词: 联络中心, 人力效能, 仿真

Abstract: To compare the differences of human effectiveness between contact center and call center that were caused by the variety of communication channels, the models of single channel call center, two-channel contact center, and three-channel contact center were established with the Extendsim simulation software. Three indices, which are average waiting time, agent occupancy rate and the total number of customers, were selected to evaluate human effectiveness. The differences of the indices between different models were compared by changing agent numbers. The results show that compared with the single channel call center, the multi-channel contact center (especially the three-channel contact center) requires fewer agents. For the three-channel contact center, the average waiting time is reduced by 46.16%, the agent occupancy rate is reduced by 6.95% and the total number of customers is increased by 5.58% when the agent number is the same in the three-type contact centers. So the multi-channel contact center can increase human effectiveness, decrease the labor costs and improve the service level by adding reasonably communication channels.

Key words: contact center, human effectiveness, simulation