考虑顾客耐心的呼叫中心等待提示决策模型  

Decision Model of Delay Information for Call Centers Based on Consideration of Customers' Patience

作　　者：于淼[1] 宫俊[1] 唐加福[2] 张森[3] 

机构地区：[1]东北大学信息科学与工程学院,辽宁沈阳110819 [2]东北财经大学管理科学与工程学院,辽宁大连116025 [3]北京科技大学自动化学院,北京100101

出　　处：《工业工程与管理》2015年第6期108-113,121,共7页Industrial Engineering and Management

基　　金：国家自然科学基金资助项目(71271052);中央高校基本科研业务费专项资金资助项目(N120804003)

摘　　要：通过向客户提示可能需要等待的排队时间来改善顾客满意度是目前呼叫中心的重要手段之一。实践表明,提示时间长短的确定对顾客满意度和呼叫中心效用具有重要影响作用。基于排队论建立了考虑顾客心理行为影响的最大系统效用优化模型,并给出了基于混沌搜索的求解算法。针对一类带有排队等待时间提示的M/M/N+M排队模型,研究了排队时间提示对顾客耐心心理与放弃行为的影响规律,用概率函数描述了顾客心理变化和放弃行为,推导了稳态下的排队系统的性能计算公式,构建了最大化系统效用值的优化模型和混沌搜索求解算法。数值实验验证了算法的收敛性和有效性,并给出了不同耐心顾客群体和呼叫中心运营模式下的系统最优提示时间策略和效用值的变化规律,作为实际工作中的指导准则。One of the important management approaches of call centers is to provide delay time information for the callers in order to improve their satisfactory.The practice indicated that the duration of delay time has the key impact on the customer’s satisfactory and the effectiveness of call centers. According to M/M/N＋M queue model with delay information,the influence of delay information on the customer’s patience and balking and reneging behavior is addressed,and the customer’s mental and behavior variation is described by probability functions.Then,the performance calculation formula of queue system is deduced under the stable state.The maximum system utility optimization model with consideration of the customer’s behavior based on queue theory is established,and the chaotic search algorithm is developed.The numerical results verify the effectiveness and convergence of the algorithm. Under various operation models,rules for practice are derived from analysis of the relationship between customer’s patience and call center’utility value.

关 键 词：呼叫中心 顾客耐心 排队信息提示 直接退出和中途放弃 混沌搜索算法 

分 类 号：N945[自然科学总论—系统科学] O224[理学—运筹学与控制论]