The Modeling And Research On Agents' Office-hour Arrangements Of Call Center

With the rapid development of call center, its management has become the focal point that people concern day by day. The agents'office-hour arrangements of call center are to arrange the office hours of agents properly in order to satisfy the call center's dual requests of low cost and high putting-through rate. Therefore, it is necessary to model and analyze the communications traffic data. Based on the characteristics of traffic data and the system of call center, this article applies time series and queuing theory to carry out the discussion and research on the agents'office-hour arrangements of call center, and then, propose a mathematical method to solve this kind of problems. The effect is comparatively satisfying. This article, following a research route of"Mathematics analysis– Theory reasoning– Data Demonstration", makes a significant research on the agents'office-hour arrangements of call center and the main work is as follows:(1) As a kind of dynamic and consecutive data, the traffic can be regard as a single variable time series, and has the distinct tendency of rising and the seasonal characteristics because its neighboring data are obviously dependable on each other. By means of seasonal time series model, the article establishes the traffic forecast model and analysis its characteristics. The model exactly depicts the characteristics and the development trend of traffic data, and gives the short-time forecast under the condition that confidence isα(α=0.95).(2) The work flow of call center is a typical stochastic service system. This article, exploiting service rate, which is the most controllable artificial factor of call center, and integrating the abandoning rate of impatient customers, models a new-style call center's queuing model– the queuing model of M / M/S/K+M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents'office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.This paper aims at designing a complete set of analytic approach and applied procedure for the agents'office-hour arrangements by mathematical method, thus, offers an advisable route for the better management of call center. At the same time, the thoughts and the methods in this article can also be used to solve the problem of agents'office-hour arrangements in other fields.