呼叫中心外包供应商选择问题研究  

Research on the selection of outsourcing suppliers in call center

作　　者：汪芳[1] Wang Fang(School of Economics and Management,Anhui Vocational and Technical College of Posts and Telecommunications,Hefei 230031)

机构地区：[1]安徽邮电职业技术学院经济管理系,合肥230031

出　　处：《安徽商贸职业技术学院学报》2022年第1期16-21,共6页Journal of Anhui Business College

基　　金：安徽省职业教育创新发展试验区培育库项目(WJ-PTZT-138);安徽省高校人文社科重点项目(SK2021A1158)。

摘　　要：构建一个呼叫中心外包供应商选择指标体系;运用群体层次分析法集中不同领域专家的评价信息,确定各评价指标的相对重要性;运用基于区间数的TOPSIS法对参与评价的呼叫中心外包供应商进行排序;通过一个算例来验证构建的指标体系和选用的评价方法的有效性与可行性,为呼叫中心外包供应商的选择提供有价值的参考。A call center outsourcing supplier selection index system is constructed.The group analytic hierarchy process is used to collect the evaluation information of experts in different fields to determine the relative importance of each evaluation index.The TOPSIS method based on interval number is used to rank the call center outsourcing suppliers.Through an example to verify the effectiveness and feasibility of the constructed index system and the selected evaluation method,it provides a valuable reference for the selection of call center outsourcing suppliers.

关 键 词：呼叫中心 外包 群体层次分析法 TOPSIS 供应商选择 

分 类 号：F274[经济管理—企业管理]