基于疲劳度和路由容量限制的联络中心排班

doi:10.3969/j.issn.0255-8297.2018.06.012

应用科学学报 ›› 2018, Vol. 36 ›› Issue (6): 996-1009.doi: 10.3969/j.issn.0255-8297.2018.06.012

基于疲劳度和路由容量限制的联络中心排班

李军祥, 王晓娜

上海理工大学管理学院, 上海 200093

收稿日期:2017-05-31 修回日期:2018-04-11 出版日期:2018-12-31 发布日期:2018-12-31
作者简介:李军祥,副教授,博导,研究方向:管理科学与工程,E-mail:lijx@usst.edu.cn
基金资助:
国家自然科学基金（No.71572113，No.71432007）；国家自然科学基金匹配项目（No.IP16303003，No.2017KJFZ024，No.2018KJFZ035，No.CFTD17004Z）资助

Shift Scheduling Based on Fatigue and Routing Capacity Limitation in Contact Centers

LI Jun-xiang, WANG Xiao-na

Business School, University of Shanghai for Science and Technology, Shanghai 200093, China

Received:2017-05-31 Revised:2018-04-11 Online:2018-12-31 Published:2018-12-31

摘要/Abstract

摘要： 客户满意度与坐席的流动率是联络中心在运作和管理中必须关心的指标.为减少联络中心坐席的流动率，考虑了坐席的疲劳度、多技能坐席、多渠道服务以及由当前大多数联络中心的实际经营状况所引起的坐席技能和任务渠道的路由容量限制，建立了坐席排班模型.求解该模型所得到的最优排班方案能保证联络中心所需人力水平的情况下尽量减少坐席的工作疲劳度.最后，结合某联络中心数据，采用LINGO语言对模型进行分析，并与其他方案进行对比以验证该模型的有效性.研究表明，该模型不仅为联络中心提供了一种有效的排班方案，而且对其他服务行业的排班也具有重要的参考价值.

关键词: 联络中心, 路由限制, 疲劳度, 多技能, 多渠道

Abstract: In evaluation of the service efciency of a contact center, besides the customer satisfaction, the turnover rate of agents is also a major concerned index of the contact center among operation and management. To reduce the turnover rate of agents in contact centers, we establish a shift scheduling model about agents by considering the agent's fatigue, multiskill agents, multi-channel service and the limit of agent-skill and task-channel routing capacity which is caused by the actual operations situation of the majority of current contact centers. By solving the model, we give the optimal scheduling scheme to reduce the work fatigue of agents as much as possible under the given stafng level in contact centers. Finally, by adopting the LINGO language we apply the model to some contact centers to analyze the data and verify the correctness and validity of the model by comparing with other scheduling schemes. The model not only provides an effective scheduling solution to contact centers, but also plays important reference to other service felds.

Key words: multi-skill, multi-channel, routing capacity limits, contact centers, fatigue

中图分类号:

F253.1

李军祥, 王晓娜. 基于疲劳度和路由容量限制的联络中心排班[J]. 应用科学学报, 2018, 36(6): 996-1009.

LI Jun-xiang, WANG Xiao-na. Shift Scheduling Based on Fatigue and Routing Capacity Limitation in Contact Centers[J]. Journal of Applied Sciences, 2018, 36(6): 996-1009.

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基于疲劳度和路由容量限制的联络中心排班

Shift Scheduling Based on Fatigue and Routing Capacity Limitation in Contact Centers

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