The Queue Module Analysis And Optimization Of Express Call Center

With the rapid development of our country’s electronic commerce, expresslogistics is becoming more and more important. In the face of such a huge market,rising national express logistics enterprises, many international express deliverygiants have joined the. Information technology has become to improve the expresslogistics business efficiency, the key to enhance the core competitiveness of the. Inorder to establish the telephone channel and the carrier, telephone call, businessconsulting, self-service place an order, shipment status query, complaints andsuggestions for express customer service function. To improve service quality,improve work efficiency, a full range of customer service, can effectively help theexpress company fast response transformation process service process of the wholenetwork, improve the logistics express customer service system, and enhance theexpress logistics competitive strength. In recent years, with the increasing consumerdemand for quality of service, often can not enter or queuing times don’t play, thenenterprise service response speed and service quality can not be effectively controlled,the problems caused by the consumer problem is not timely feedback and acceptance,so that the working efficiency is low, the loss of customers, not only can not meet theincreasingly growing business needs, but also will hinder the development ofenterprises in a certain extent, to bring huge hidden trouble for the company’s survival,development, let just tasted the sweetness of the enterprise from the call center.This paper is based on the above background, using the design method ofrelevant theory and system of call center, express delivery companies queuingsituation has carried on the analysis and optimization, discusses the new queueplanning module and method of optimization. This paper analyzes the domestic andforeign development status of comparison of call center, application of queuing theoryin various fields, proposed the present stage to express enterprise development basedon the proposed optimization suggestion and scheme, the queue function, let theexisting call center to play a greater value. This paper expounds the basic theory ofsystem line, including the concept, model, algorithm of line; line design, functionoptimization module at the same time, this paper also describes the queuing moduleoptimization program content. The core part of this paper is on the line planning and design optimization is themain module, function module of user management, needle queuing moduleoptimization queuing access management, queue monitoring and dispatchingmanagement system design, is analyzed in detail and the express enterprise call centerqueuing module system application. The main contents and innovations are asfollows:(1) Research on multiqueue system based on M/M/CAnalysis of the behavior and value of incoming user, establish different queuesfor different users, let the same user queued in the same queue. The way to achieve aVIP channel, let users enjoy high value on priority and rate of100%.(2) Research on variable arrival rate based on M/M/CWhen the queuing system for number exceeds the maximum permit, need tostress reach to improve the existing queuing system rate by changing the queue.Implementation is the queue system real time monitoring, when the queue numberexceeds the maximum allowed number of queuing system, users will spill over intoother queuing system or release.(3) Research on queuing changeable service rate based on M/M/CWhen the queue waiting quantity too much, can be considered from otherqueuing system from seat to improve service rate. Implementation of the scheme isthe need to queue system real time monitoring, at any time to master the queuingsystem, queue service rate and service level.