Modeling And Research Of Call Center Scheduling Optimization

Through the electronic process, call center has extensive use in financial institution. Reasonable schedule in financial institutions'Call Center, not only can increase the rate of capital utilization, control costs, but also improve the image of corporate services. How to optimization the Call Center Schedule naturally become one of the most important questions in the financial electronic.In order to optimize the call center scheduling systematically, we need to refine the problems into two aspects: telephone traffic and operator service capabilities. This paper makes in-depth research on the telephone traffic and operator service capabilities, and integrates the two aspects into call center scheduling optimization. In the process of optimizing schedule, there are many econometric problems, such as: extreme value problems, periodic problems. Therefore, a reasonable and applied telephone traffic forecasting model should include the periodic, continue busy, call back, and extreme problems. In this paper we use log-linear model and revised log-linear model of extreme-value distribution to forecast telephone traffic, and then we find that the revised log-linear model of extreme-value distribution can do better than log-linear model under the extreme problems.Additionally, in system design of call center scheduling optimization, the paper shows the integration of a variety of technical means. Start from the combing of the basic data, we obtain dynamic adjustment of staffing through forecasting telephone traffic and operator service. In the specific content of the article, we analyze the technical aspects, give the industry solution and put forward new ideas for the domestic call center scheduling.