一种分布式呼叫中心排班模型

人员排班问题是呼叫中心运作的关键问题,因为呼叫中心60％-70％的成本是人员成本.近年来,分布式呼叫中心的出现给排班的建模与求解带来了新的挑战.基于对分布式呼叫中心排班的理解,论文提出了公平排班的原则,并提出了基于公平原则的混合整数排班模型,通过算例实验证明,排班模型能够较好地平衡多个呼叫中心分中心的工作量,并能在较短的时间内获得满意解.

A Model for Staff Scheduling Problem in Multi-site Call Center

Staff scheduling is the key problem in call center management,for almost 60%-70%of the operation cost is the staff salary.The appearance of multi-site brings new challenge for modeling and solving the scheduling problem. Considering the characteristics of the multi-site call center,a new viewpoint of modeling was generated.Based on the new viewpoint and a reasonable assumption,a linear integer programming model,which is easier to implement and has short computation time,was built.A numerical experiment was presented to testify the effectivity of the model.