考虑回呼服务的呼叫中心排队模型  

A Queuing Model of Call Center with a Call-Back Option

作　　者：任丽珍 戴韬[1] 

机构地区：[1]东华大学旭日工商管理学院,上海

出　　处：《服务科学和管理》2022年第1期25-33,共9页Service Science and Management

摘　　要：呼叫中心提供回呼服务可以满足不愿意或没时间在线等待的顾客需求,且提供回呼服务可以改善呼叫中心的服务水平,但在不考虑呼叫中心自身条件的情况下盲目地向顾客提供回呼服务并不是正确或必要的运营决策。在考虑顾客放弃行为的情况下建立了有无回呼服务的排队模型,研究分析出了呼叫中心在什么场景下提供回呼服务对于改善服务水平是有意义的。The call center can provide call-back option to meet the needs of customers who are unwilling or have no time to wait online, and providing call-back option can improve the service level of the call center. However, blindly providing call-back option to customers without considering the conditions of the call center is not a correct or necessary operation decision. Considering the customer abandonment behavior, this paper establishes a queuing model with or without call-back option, and studies and analyzes what scenario the call center provides callback option in order to improve the service level.

关 键 词：呼叫中心 回呼服务 服务水平 

分 类 号：TN9[电子电信—信息与通信工程]