The Seat Arrangement Strategy Study On The National Call Center Of The A Elevator Company

Call center is a service and operation space which makes full use of computer and modern communication technology and handles a large number of incoming or outgoing calls automatically and flexibly.At present,the call center has been widely used in various industries.The function can be described as ?three centers?.It is not only the customer service center,but also the enterprise's profit(benefit)center and the information center.The A elevator company is one of the largest elevator manufacturers and service providers in the world.It took the lead in opening the national 24 hours free customer service hotline in the elevator industry of China.Every day the A company's call center deals with a large number of customer's calls.The waiting phenomenon can't be avoided.The A company has been committed to controlling the abandon rate in an acceptable range.If increase seats blindly,the human cost will be increased.In order to achieve the goal of high efficiency and low cost,it is necessary to do a scientific analysis on the operating condition.The theoretical basis of seat arrangement is queuing model.This paper firstly introduces the basic knowledge of the queuing theory and expounds three kinds of typical queuing models.They are Erlang-C model,Erlang-B model and Erlang-A model.Then the paper organizes the operating data of the A company's call center and gives a deep analysis about the tree input parameters of the queuing model based on the Erlang-A model.The tree input parameters are the call traffic arrival rate,the service time of seat representatives and the customer waiting patience level.The empirical study shows that the call traffic arrival obeys Poisson distribution in a small time period and the service time doesn't obey exponential distribution but obeys the lognormal distribution.In addition,the customer patience degree can be estimated by the method of survival analysis.Finally,the most appropriate number of seats is calculated by the 4CallCenter simulation software and the paper gives an improving suggestion about the scheduling of the seat representative.This study can solve the actual problems of the A elevator company's call center and provides a seat arrangement reference and theoretical basis for the similar enterprise's call center.It can improve the operation efficiency and the service quality of the call center.