考虑技能水平的呼叫中心多技能客服排班研究

Research on the Shift Scheduling of Multi-Skill Call Center with Skill Level Coefficient

摘要: 随着呼叫中心精益化管理的发展，多技能排班需求日益突出，多技能的引入提升了排班复杂度。根据多技能客服的服务能力不同，构建引入技能水平系数的多技能客服排班问题整数规划模型，以人力差值绝对值最小化作为目标函数，确保充分调用当前人力。由于目标函数具有非线性，无法直接用CPLEX求解，本文提出变邻域搜索算法生成解方案。计算结果表明本文所提出的邻域结构与扰动方法能够有效提升求解优越性与稳定性，证明了模型的可行性与算法有效性。

Abstract: With the development of lean management in call centers, multi-skill scheduling problem has be-come prominent and increased scheduling complexity. According to the different capabilities of multi-skilled staff, an integer program model with skill level coefficients was constructed. Minimizing the absolute value of manpower difference as the objective function to ensure that the current manpower is fully utilized. Due to the non-linear objective function, a variable neighborhood search algorithm was proposed. The experimental results show that the local search structure and shaking process can effectively improve the superiority and stability of the solution, which proves the feasibility of the model and the effectiveness of the algorithm.