电力客户服务报修业务量预测分析  

Forecast analysis of electric power customer prepair business volume

作　　者：张明杰[1] 迪里达尔.库尔班 余锦河[1] 

机构地区：[1]国家电网公司客户服务中心南方分中心,南京210000

出　　处：《电力需求侧管理》2015年第3期57-60,共4页Power Demand Side Management

摘　　要：根据95598电力客户服务业务特点对95598的话务进行短期预测,深层次挖掘不同业务之间关系,从统计学角度出发,分类别建模,将影响因素复杂的95598话务预测简单化。该模型原理简单,具有可操作性和实用性,可以为进一步分析客户来电原因、实现高效运营、完善排班管理提供思路。According to the 95598 business characteristics to forecast 95598 traffic in short-term, it finds deep relationship among different business, establishes different business models, makes the 95598 traffic prediction which affects complex factors to be simplified. The model has a simple principle, and has the maneuverability and practicability, which can analyze the reasons of customer calls, achieve effective operation, and provide ideas to improve the scheduling management.

关 键 词：业务分类 话务预测 异常数据 曲线拟合 

分 类 号：F407.61[经济管理—产业经济]