Research On Call Center Scheduling Problem Considering Job Satisfaction

Call center is an important channel for connecting enterprises and customers.It is an important banner for enterprises to face the market.The operational efficiency of call centers is closely related to the development of enterprises.The scheduling problem of call center customer service personnel is the core problem of daily operation of call centers.The appropriate staff scheduling program can effectively meet the call center business needs,improve the call center customer service capabilities and the competitiveness of the enterprise.However,as the requirements for the operation evaluation indicators of the call center are getting higher and higher,the requirements of the customer service staff on the work status and working environment are getting higher and higher.At the same time,due to the high turnover rate of the customer service industry,the call center human resources are relatively The demand for manpower is relatively scarce,and the difficulty of scheduling in the call center is further increased,which makes it difficult for the call center to discharge a schedule that meets the requirements of the hard assessment indicators of the call center and meets the needs of the customer service staff for the work status and work environment.In the meantime,the final scheduling of the call center tends to the former,which leads to the difficulty in satisfying the employee's customer service during the shift,which leads to higher turnover rate,higher call center management cost,and lower call.Central operational efficiency and service capabilities.Based on the above problems,this paper studies how to maximize the job satisfaction of customer service employees on the premise of ensuring that call center operation indicators are met under the premise of relatively scarce human resources.Due to the relative shortage of manpower,under the premise of ensuring that the call center indicator requirements are met,it is impossible to rigidly constrain the customer service employee's job satisfaction indicators.To this end,this paper proposes a customer service staff scheduling model based on the penalty system to meet the call center operational indicators as a basis constraint,to improve customer service job satisfaction as a model goal,the article through T call center instance data verification and correlation analysis,verification The effectiveness and practicability of the model not only improves the efficiency of scheduling,but also improves the satisfaction of customer service.In order to enrich the usage scenarios of the model,refer to the actual operation scenario of the T call center considering the overtime strategy.This paper further enriches and improves the above basic model,proposes the customer service employee satisfaction model considering the overtime strategy,and verifies and verifies the data through the T call center instance data.In order to analyze the quality of the model,the article verifies the efficiency and practicability of the model by setting up multiple sets of data sources that participate in the number of shifts.