呼叫中心排队系统的分析

呼叫中心排队系统的分析
【摘要】呼叫中心被引入中国以后其应用主要集中在服务领域，合理设计座席数量同时保证达到预定的服务质量对呼叫中心的设计有着重要的指导意义。本文介绍了现代呼叫中心的应用和技术，收集了联想公司一个小型呼叫中心的来电数据，通过系统的研究方法对该呼叫中心建立了排队模型。并结合该呼叫中心服务率低且掉线率高的实际情况进行系统分析，选取较为适用的技术手段和通讯服务，为其呼叫中心的设计管理提供科学依据。
【关键词】排队模型；呼叫中心；M/M/S模型
Analyses on the Queuing System of Call Center
        
【Abstract】Call Center has been applied in the area of service as it was developed in China. Setting a reasonable configuration of agents which is capable to reach designed service level is of significance to call center system designing .This article is introducing the applications and techniques of modern call center, collecting the call-in data from a mini call center in Lenovo, and then using systematic research methods to build up a queuing model. Considering of the facts of low ratio of service and high ratio of missed-call, appropriate technique and communication service are chosen as scientific basis of the design and management of this call center.

【Keywords】Queuing Model , Call Center , M/M/S Model

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