基于正态分布的11185客服中心人员配备分析  

Analysis of Personnel Equipment in 11185 Client Service Center Based on Normal Distribution

作　　者：马纪英[1] 单东明[1] 贾慧羡[1] 

机构地区：[1]石家庄邮电职业技术学院基础部,河北石家庄050021

出　　处：《长江大学学报（自科版）（上旬）》2010年第3期435-437,共3页JOURNAL OF YANGTZE UNIVERSITY (NATURAL SCIENCE EDITION) SCI ＆ ENG

基　　金：石家庄邮电职业技术学院研究项目（XJ200914）.

摘　　要：构建客服中心人员配备的模型一般采用泊松分布的原理,但这仅限于客服人员较少的情形。在客服人员较多的情况下,根据正态分布的原理,利用点估计的方法,构建了基于正态分布的客服中心人员配备模型,并以邮政11185客服中心为例介绍了模型的构建和求解过程。模型对类似的服务部门合理配备客服人员数量,保证接通率,最大限度的节约成本,提供了有益的参考。The staff arrangement of the client service center takes the model which generally uses the Poisson distribution principle,but this is only restricted in the situation of few people.Under the situation of the more people,according to the principle of the normal distribution,it utilizes the point estimation,the thesis builds the personnel model in the client service center based on the normal distribution.And it takes post 11185 client service center as the example to introduce the construction and the solution process of the model to provide a useful reference for the reasonable equipment quantity of the client service staff in the similar service sectors,the connection rate and the cost savings in the maximum degree is guaranteed.

关 键 词：客服中心 人员配备 正态分布 

分 类 号：O211.9[理学—概率论与数理统计]