考虑兼职的客服排班实时调整研究

Study on Real-Time Adjustment of Customer Service Scheduling Considering Part-Time Staff

摘要: 随着科技的发展，呼叫中心的应用越来越广泛，在企业规模逐渐扩大的同时，客服的排班也迎来了新挑战。在客服中心的日常运营中，客户的咨询量会呈现剧烈波动的现象，导致原计划安排的客服人数与实际人力需求不平衡，从而产生客户等待时间过长或客服人力冗余的问题。本文针对此问题，结合目前兼职市场规模日趋庞大的发展态势，以成本最小化为目标建立了考虑兼职的的实时调整模型，并考虑了兼职市场结构和兼职对薪资的敏感性问题的影响，并设计算例证明此排班实时调整模型能够在较小的成本下满足服务水平要求的排班调整方案。

Abstract: With the development of technology, the application of call centers is becoming more and more widespread. At the same time as the scale of enterprises is gradually expanding, the scheduling of customer service has also ushered in new challenges. In the daily operation of the customer service center, the amount of customer consultation will fluctuate on a large scale, resulting in an imbalance between the number of originally planned customer service and the actual manpower requirements, which will cause problems such as excessive customer waiting time or redundant staffing. Aiming at this problem, combined with the current development trend of the part-time market size, a real-time adjustment model considering part-time employment is established with the goal of minimizing costs, and the impact of part-time market structure and part-time job sen-sitivity on salary is considered. The calculation example shows that the real-time scheduling ad-justment model can obtain the scheduling adjustment plan that meets the service level require-ments at a lower cost.