Research On Traffic Balanced Management And Countermeasures In Telecom Operator Call Center

With the development of tele-communications industry and more with the fast development of the ICT industry, the telecom operators are providing more kinds of telecom products, and the stress which telecom call center undertaking is becoming more and more severe. The daily call volume of the telecom call center has been very uneven, presenting big fluctuation in everyday call volume.Call center costs are mainly labor costs. Therefore,the most effective way to improve the call center efficiency is to conduct a precise forecast of the daily call volume, and accordingly arrange proper number of staffs, to both meet customer demand and avoid labor waste.This article studied about the operations management of the telecom call center from three aspects, call volume forecast, calculate of the staff demand and management of electronic channels.In the call volume forecast part, I divided the traffic time series into two different time series, which successfully simplified forecasting work and made an improvement in the accuracy of the forecastIn the artificial agents number calculate part, I used the ErlangC formula to conduct the calculate and added sensitivity analysis to achieved the dynamic management to the human resource.In the electronic channel management part, I summarized the characteristics of different electronic channels, and proposed to distribute different business to different electronic channels according to their different characteristic.