Simulation And Optimization Of Dynamic Routing Policies In Call Centers

With the growing competition in the market,call center in the modern service-oriented society is more and more important.Enterprises need to provide high-quality services,at the same time they need to provide more satisfied with the service.With the diversification and randomness of customer demand,the competition among enterprises is gradually shifted from product competition to service competition,and the high quality and high efficiency service model has become a hotspot in the research of management and academia.As one of the main service medels,call center has been widely used in telecommunication,transportation and finance,and has received more and more attention from scholars.The development of single-skill call center to multi-skill call center increase the research of routing policy,which makes the research of call center gradually from the queuing theory of simple problem to the method of simulation that analyse complex problem.Routing policy as the special problem of multi-skill call center,has a significant impact on the performance of call center system.The research is supported by the National Natural Science Foundation of China,analyses the influence of routing policy and topology on the performance of call center system by using the simulation method.The whole thesis focuses on the routing policy problem and extends to the dynamic routing policy based on the static routing policy.And the heuristic optimization algorithm is used to solve the parameters in the weight function of the dynamic routing policy.The main work of this paper includes the following aspects:First,through general programming language(C++),this paper makes use of discrete event-based scheduling method,respectively,to establish different topology and routing policy of multi-skill call center simulation model,the same topology routing policy,and the influence of call center system performance and the influence of topological structure on the performance of call center system when the same routing policy is adopted.Second,based on the static routing policy of traditional rules,it is extended to dynamic routing policy.The dynamic routing policy is compared with the static routing policy by comparing the empirical values of the parameters in the dynamic routing policy weight function.Third,the classical genetic algorithm is used as the simulation optimization algorithm to solve the parameters of the dynamic routing policy weight function,so as to get the most optimal dynamic routing policy which satisfies some conditions.The simulation method is one of the important development tendency on the stochastic problem in the future.The experiment results show that the multi-skill call center model based on discrete event scheduling method is suitable for multi-skill call center with complex call service.