收稿日期: 2015-03-30
修回日期: 2016-02-24
网络出版日期: 2016-11-30
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
Received date: 2015-03-30
Revised date: 2016-02-24
Online published: 2016-11-30
李军祥, 万正彤 . 联络中心服务满意度的异常检测与分析[J]. 应用科学学报, 2016 , 34(6) : 743 -753 . DOI: 10.3969/j.issn.0255-8297.2016.06.010
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.
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