考虑等待提示策略的呼叫中心流体近似方法

doi:10.12005/orms.2020.0321

运筹与管理 ›› 2020, Vol. 29 ›› Issue (12): 118-124.DOI: 10.12005/orms.2020.0321

考虑等待提示策略的呼叫中心流体近似方法

于淼¹, 宫俊², 孔凡文¹

1.沈阳建筑大学管理学院,辽宁沈阳 110168;
2.东北大学信息科学与工程学院,辽宁沈阳 110819

收稿日期:2019-02-11 出版日期:2020-12-25
作者简介:于淼(1987-),女,黑龙江呼中人,副教授,博士,主要研究方向为服务运作管理,呼叫中心资源调度方法。
基金资助:
国家自然科学基金资助项目(71701137);辽宁省教育厅青年科技人才育苗项目(lnqn202029);辽宁省自然科学基金项目(2019-ZD-0296);辽宁省经济社会发展研究课题(2020lslktqn-059)

Fluid Approximation of Call Center with Delay Information Strategy

YU Miao¹, GONG Jun², KONG Fan-wen¹

1. Shenyang Jianzhu University, School of Management, Shenyang 110168, China;
2. Northeastern University, School of Information Science & Engineering, Shenyang 110819, China

Received:2019-02-11 Online:2020-12-25

摘要/Abstract

摘要： 向顾客公布需等待的排队时间用以缓解系统拥挤是目前呼叫中心运营管理的重要手段之一。为了有效刻画等待提示策略下顾客行为变化对呼叫系统性能的影响,采用流体近似方法建立了呼叫排队系统模型。首先,通过排队分析构造等待提示影响下排队行为框架,包含带有心理行为变化特征的多种行为要素概率函数;其次,利用流体方法构建了考虑顾客重拨影响的连续排队模型,并求解了稳态条件下的系统性能指标;最后,通过与仿真模型的对比,验证了该流体近似方法的有效性与精确性。研究结果对于带有等待时间提示的呼叫中心运营具有重要指导作用。

关键词: 顾客重拨, 等待时间提示, 直接退出和中途放弃, 确定型流体方法

Abstract: One of the important management approaches of call centers is to provide delay information for customers to alleviate system congestion. In order to characterize the influence of customer behavior on the performance of the call center with delay information strategy effectively, the deterministic fluid approximation is used to establish the queueing model of call center. First, a queuing behavior framework with delay information is proposed based on queueing analysis, including the expression of multiple behavioral behavior by probability functions under the customer’s mental and behavior variation. Then, the deterministic fluid approximation is developed to formulate the continuous queueing model with retrials, and the performance calculation formula of queueing system is deduced under the stable station. Compared with the simulation model, the effectiveness and the accuracy of the fluid method are demonstrated. The research results indicate that the method proposed is of importance to call center operations with delay information.

Key words: customer retrial, delay information, balking and reneging, deterministic fluid

中图分类号:

N945
O226

于淼, 宫俊, 孔凡文. 考虑等待提示策略的呼叫中心流体近似方法[J]. 运筹与管理, 2020, 29(12): 118-124.

YU Miao, GONG Jun, KONG Fan-wen. Fluid Approximation of Call Center with Delay Information Strategy[J]. Operations Research and Management Science, 2020, 29(12): 118-124.

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考虑等待提示策略的呼叫中心流体近似方法

Fluid Approximation of Call Center with Delay Information Strategy

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