利润导向客服中心策略型兼职员工报酬定价  

Remuneration pricing of strategic part-time agents in profit-oriented customer service center

作　　者：戴韬[1] 梁明月 DAI Tao;LIANG Mingyue(Glorious Sun School of Business and Management,Donghua University,Shanghai 200051,China)

机构地区：[1]东华大学旭日工商管理学院,上海200051

出　　处：《东华大学学报（自然科学版）》2023年第6期142-149,159,共9页Journal of Donghua University(Natural Science)

基　　金：国家自然科学基金资助项目(71872037)。

摘　　要：客服中心的兼职员工具有“工作时间弹性,服务速率较慢,存在响应时间”以及“策略性地根据价格自由决定是否接受任务”等特点,现有的排队模型无法直接计算排队时间与放弃概率的困境,提出刻画兼职员工服务过程的近似方式,通过设置全职队列缓冲空间构建了混合的两级排队模型,得到顾客放弃率近似表达式,以兼职任务单价为决策变量实现总体利润最大化。通过算例分析兼职任务单价、全职队列缓冲空间、兼职响应时间等关键因素对顾客放弃概率和总体利润的影响。研究表明:当兼职任务单价与兼职招募人数呈线性相关时,总体利润是关于兼职任务单价的上凸函数,可通过单调递增搜索快速找到最优单价;全职队列缓冲空间可以设置为全职人数的10%;顾客的不耐烦程度对单价的影响不显著,而高单价对兼职响应速度的激励作用值得关注。The part-time agents in the customer service center have characteristics such as“flexible working schedules,slower service rates,and longer response times”,and“strategically decide whether to accept tasks based on the price”.None basic queuing models can be directly used to calculate the queueing time and abandonment rate.An approximate method to describe the service process of part-time agents was proposed.By setting the buffer space of full-time queue,a mixed two-level queuing model was constructed.The approximate expression of customer abandonment rate was obtained,and the overall profit was maximized by taking the part-time task unit price as the decision variable.Through numerical experiments,the influence of part-time task unit price,the buffer space of full-time queue,and parttime response time on customer abandonment rate and overall profit was analyzed.The research shows that when the relationship between part-time task unit price and scale of part-time agents is linear,the overall profit is a convex function about the part-time task unit price,the optimal part-time task unit price can be simply found by monotonic increasing.The buffer space of full-time queue is suggested to be 10%of the full-time number.The customer impatience has low influence on part-time task unit price,while a high part-time task unit price having a remarkable stimulation on the response rate of part-time agents.

关 键 词：客服中心 报酬定价 排队模型 策略性 利润导向 

分 类 号：O226[理学—运筹学与控制论]