Abstract: In logistics contact centers, as the agents with multiple skills serve the customers by various channels at different times, the staffing cost is high and changing. It is necessary to design a reasonable shift scheduling for saving the staffing cost. By continuous working time, break time and the match of skill groups and channel groups in the contact center, a multi-phased shift model is proposed to optimize the scheduling. Firstly, the model A is built, which gives a scheduling with continuous working time and a scheduling planning. Next, the model B is constructed, which joins the break time constraints, and a shift covering matrix is obtained. Finally, the model C is given, which adds scheduling adjustment constraints based on the model B, and the channel groups are adjusted under each multi-skill group to give an optimal scheduling program that conforms to the actual situation. With an example of logistics enterprise and the comparison of various schemes, the numerical experiments verify that the given model is effective. The scheduling method provides a new idea to the contact centers, and also has some reference values for other service fields.

Key words: logistics contact centers, multi-skill, multi-channel, changing cost scheduling, phased method

摘要： 物流联络中心的人力成本随着坐席拥有的技能、服务渠道的多少以及服务时段的不同而不同,对人员进行合理班次设计以节省人力成本尤为必要。考虑现实联络中心工作时间的连续与中断、技能组和渠道组的匹配等,提出采用分阶段法优化班次。首先给出不考虑时间中断的坐席的排班模型A,求得排班方案;接下来,在此基础上将中断时间约束加入,建立模型B,求得班次覆盖矩阵;最后加入排班调整约束,建立模型C,对多技能组中各渠道组进行调整,给出最符合实际情况的最优排班调整方案。数值实验结合物流企业实例和各方案的比较,验证了模型的有效性。该方法为联络中心排班提供了新思路,对其它服务行业的排班也具有一定的参考价值。

关键词: 物流联络中心, 多技能, 多渠道, 变成本排班, 分阶段法