考虑顾客耐心呼叫中心人力资源配置模型.pdfVIP

28 5 Vol.28 No.5 2013 10 JOURNAL OF SYSTEMS ENGINEERING Oct. 2013 , , , ( , 110819) : . M/M/N+M , . , , ( ) . , , , . , .. : ; ; ; ; : N945; O2 24 : A : 1000−5781(2013)05−0686−08 Staffing model for call center with customer patience variation Yu Miao, Gong Jun, Luo Xinggang, Zhu Huabo (Department of Systems Engineering, Key Lab of Integrated Automation of Process Industry of MOE, Northeastern University, Shenyang 110819, China) Abstract: The impact of impatience psychology on customer behaviors plays an important role in the human resources staffing of call centers. The paper formulates a model of staffing optimization of call centers con- sidering stochastic customer patience variation on staffing, based on M/M/N+M queue with delay information announced. Firstly, the queuing model with delay information is given based on queuing theory, and customer patience variation and the probability of customers’ behavior of abandonment including balking and reneging are formulated as a function of the delay information. Secondly, we derive some related performances by ana- lyzing the queuing process for steady state probability. Lastly, the optimal staffing level is calculated through a bisection algorithm and the fixed point algorithm. The numerical example illustrates that how the reliability probability of delay information, penalty coefficient of customer behavior, and patience variation affect staffing. The conclusion drawn has guiding implications for human resource management in call centers. Key words: call center; customer patience; delay information; human resources staffing; balking and reneging 1