应用科学学报 ›› 2016, Vol. 34 ›› Issue (6): 743-753.doi: 10.3969/j.issn.0255-8297.2016.06.010

• 计算机科学与应用 • 上一篇    下一篇

联络中心服务满意度的异常检测与分析

李军祥, 万正彤   

  1. 上海理工大学管理学院, 上海 200093
  • 收稿日期:2015-03-30 修回日期:2016-02-24 出版日期:2016-11-30 发布日期:2016-11-30
  • 作者简介:李军祥,副教授,博导,研究方向:系统分析与集成,E-mail:lijx@usst.edu.cn
  • 基金资助:

    国家自然科学基金(No.71572113,No.71532015,No.71271138,No.71303157,No.71202065,No.71432007);上海市高峰高原学科建设项目基金(No.XTKX2012,No.S1201YLXK);上海市教委创新基金(No.14YZ089,No.14YZ088);上海市大学生创新项目基金(No.SH2016064,No.XJ2016088,No.XJ2016092)资助

Detection and Analysis of Abnormal Service Satisfaction in Contact Center

LI Jun-xiang, WAN Zheng-tong   

  1. Business School, Shanghai University of Science and Technology, Shanghai 200093, China
  • Received:2015-03-30 Revised:2016-02-24 Online:2016-11-30 Published:2016-11-30

摘要:

为保证联络中心服务质量,构建统计过程控制和模糊诊断技术的整合模型,对服务满意度进行异常检测和分析诊断,以便采取改进措施. 通过同异反评价模型和层次分析法计算顾客综合满意度,结合统计过程控制的Shewhart 控制图发现异常情况,利用模糊诊断技术找出联络中心异常原因之一是异常当日部分地区举办活动. 对照该中心当时实际情况,证实在负责地区当天举办促销活动,使有限的坐席人员无法满足突然增加的顾客需求. 可见该模型能及时发现异常情况及原因,对提高联络中心或其他行业的服务质量具有实际意义.

关键词: 联络中心, 模糊诊断, 服务满意度, 统计过程控制

Abstract:

To ensure service quality of a contact center, an integrated model of statistical process control and fuzzy diagnosis is built for improvement. An identical-different-opposite evaluation model with an analytic hierarchy process is used to calculate overall customer satisfaction. A Shewhart control chart is used to discover abnormality in the contact center. Causes of abnormalities in the contact center are analyzed and identified with fuzzy diagnosis. It is found that one of the causes was regional promotion activity held on that day, which has been confirmed by checking the actual arrangement of the contact center in their serve area. The limited agents were unable to meet the suddenly increasing service demand. It is concluded that the model can find abnormalities and the reasons. The method is useful for improving service quality of contact centers and other fields.

Key words: service satisfaction, statistical process control, contact center, fuzzy diagnosis

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