Research On The Threshold Control Of Call Center Based On Sensitivity Method

Call center has gradually become an important facility to improve customer satisfaction.This thesis mainly uses the sensitivity optimization theory to solve the optimal retrial customers number of a single service desk in the call center where has the retrial phenomenon of customers,and the customers share the service capability to solve the retrial phenomenon.The sensitivity optimization theory is gradually being applied to solve the related problems of queuing theory.The main idea of the sensitivity theory is perturbation analysis theory,through the perturbation analysis theory,the parameters of M/M/1 retrial queuing system and M/M/1 sharing queuing system are optimized.First of all,this thesis summarizes the current research status of sensitivity optimization theory,M/M/1 retrial queuing system and M/M/1 sharing queuing system.Next,the relevant theoretical knowledge is expressed,and the methods used in the thesis are described,which provides a good foundation for the next research.Secondly,the retrial phenomenon of a single service desk customers in the call center is modeled as M/M/1 retrial queuing system.The performance difference equation is constructed by perturbation analysis,and the external new arrival customers are controlled by the number of retrial customers in the retrial queue.Thirdly,in order to solve the customer retrial problem of a single-service desk in the above call center,the sharing ability of the service desk is modeled as M/M/1 sharing queuing system,and the newly arrival customers will be controlled by the the number of customers serving in the service desk.Finally,this these applies the research results to the service system of Taobao call center,optimizes the service efficiency provided by the service desk to customers,and ensures that the Taobao service system minimizes the service cost under the premise of meeting the customer service demand,so the feasibility of the optimization method is proved.