基于耐心阈值下联络中心放弃率的仿真研究

doi:10.16182/j.issn1004731x.joss.19-0263

系统仿真学报 ›› 2021, Vol. 33 ›› Issue (1): 169-179.doi: 10.16182/j.issn1004731x.joss.19-0263

基于耐心阈值下联络中心放弃率的仿真研究

李军祥^*, 藏万斌

上海理工大学管理学院, 上海 200093

收稿日期:2019-06-28 修回日期:2019-08-24 发布日期:2021-01-18
通讯作者: 李军祥(1971-),男,博士,教授,博导,研究方向为系统工程。E-mail：lijx@usst.edu.cn
基金资助:
国家自然科学基金(71572113, 71871144),国家自然科学基金匹配项目(1P16303003, 2020KJFZ034, 2019KJFZ048, 2018KJFZ035),上海理工大学大学生创新训练计划(XJ2020135, XJ2020144, XJ2020148, XJ2020177)

Simulation Research on Abandonment Rate of Contact Center Based on Patience Threshold

Li Junxiang^*, Zang Wanbin

Business School, University of Shanghai for Science and Technology, Shanghai 200093, China

Received:2019-06-28 Revised:2019-08-24 Published:2021-01-18

摘要/Abstract

摘要： 顾客放弃率是衡量联络中心服务水平的一项重要指标。传统呼叫中心的顾客遵循先到先服务的原则,但考虑到顾客的耐心程度,会有部分顾客在排队过程中流失。通过设置顾客的耐心阈值并考虑为会员顾客增加特定的座席渠道,或在原有的人力下调整座席渠道数量,在传统呼叫中心模型的基础上建立新型的联络中心排队模型。运用ProModel仿真软件对顾客的放弃率进行研究,模型运行后对相关数据进行分析对比,研究表明：在成本相同的情况下,新型联络中心顾客的放弃率远低于传统呼叫中心。

关键词: 顾客放弃率, 联络中心, 耐心阈值, 排队模型, ProModel

Abstract: Customer abandonment rate is an important indicator to measure the service level of contact center. Customers in a traditional call center follow the principle of first come, first served, but some customers will be lost in the queuing process because of their limited patience. In this regard, by setting the customer's patience threshold and considering adding a specific agent channel to the member customers, or adjusting the number of agent channels under the original staffing, a new contact center queuing model is established based on the traditional call center model. The ProModel simulation software is used to study the abandonment rate of customers and the data are analyzed and compared. The results show that the abandonment rate of the new contact center customers is much lower than that of the traditional call center under the same cost.

Key words: customer abandonment rate, contact center, patience threshold, queuing model, ProModel

中图分类号:

TP391.9

李军祥, 藏万斌. 基于耐心阈值下联络中心放弃率的仿真研究[J]. 系统仿真学报, 2021, 33(1): 169-179.

Li Junxiang, Zang Wanbin. Simulation Research on Abandonment Rate of Contact Center Based on Patience Threshold[J]. Journal of System Simulation, 2021, 33(1): 169-179.

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基于耐心阈值下联络中心放弃率的仿真研究

Simulation Research on Abandonment Rate of Contact Center Based on Patience Threshold

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