Research On Accurate Scheduling Management Of Call Center

Call center is an operational platform of business and service which makes full use of the modern communication and computer technology to deal with lots of all kinds of telephone calling in and out flexibly and automatically. At present, Call center has been popularly applied in government, public security, traffic control, post office, telecommunication, bank, insurance, security, power station, IT and television shopping, and greatly improve these related industry's service quality and operational efficiency.With development of call center's scale, to play a game of"go"chess between the service quality and employees'satisfaction, management convenience and resources exploitation, efficiency and equity become prominent. This thesis, applying the qualitative and quantitative research, with many theories such as human resources management, prediction theory of management science, discusses deeply the call center's scheduling management, summarizes up difficulties faced by the call center scheduling, studies the nature of the scheduling, proposes the abstract model and clear goals of the scheduling management. On the basis of that, the paper points out a set of specific methods and processes of precise scheduling implementation and numbers of on-site management measures, and finally verifies the views and methods in this paper using practice cases. This is a change and leap of most of the Chinese call centers which adopt the traditional, and depend on the empirical scheduling management.The method recommends in this thesis by the author has been practiced and is successful. For instance, the accuracy prediction of the call center's telephone traffic≥88%, the fitting of human resources reaches 95%, artificial call completion rate increase 15%, create the equity economic benefit about 500 million Yuan per year. All this achieves fairness, effectiveness, flexibility and stability of the scheduling management.