Research On Robust Optimization Model Of Staffing In Call Center

Call center and the daily life of the people are getting closer and closer,which has gradually made it to be a common way to provide services to customers.Besides,it is also an effective means of increasing competitiveness of enterprises.One important precondition to achieve the maximum possible advantages of the Call center is to equip with adequate manpower to ensure high quality service.However,labor costs accounted for more than 60%?70%of total operating costs of the Call center.Thus minimize labor costs has great economic significance.Therefore,the study of effective human resource allocation program is particularly important.This thesis,with the China Mobile Customer Service Center project "The method research of integrated scheduling optimization for the call center customer service considering customer and employee behavior" as its basis,focuses on the study of human resource allocation of the center service management.The main study and innovations of this thesis are summarized as follows:Firstly,a call center human resource allocation model is established,which is considered to give up behavior.The model is solved by CPLEX software.Through the numerical experiments,it is verified that the model can effectively solve the problem of human resource allocation under the determined arrival rate.Secondly,a robust model of human resource allocation is established.When there are some fluctuations in the arrival rate of customers,the solution of the deterministic model usually deviates from the optimal solution.An improved human resource allocation model based on robust optimization is proposed.Numerical experiments show that the model can reduce the impact of the uncertainty on the arrival rate of the customers in the call center.In addition,a robust optimization model of call center based on genetic algorithm is established.The genetic algorithm is used to optimize the discrete robust parameters.Thirdly,a robust model of human resource allocation considering customer redial behavior is established,which compared with the not considering the redial model.The experiment results show that considering customer redial can further reduce the effect by the uncertainty of reaching to human resources allocation of call center system.The results of this thesis can provide an effective method of human resource allocation for the service management of enterprises,and play an enlightening and theoretical reference role on the call center scheduling,routing strategy and other research.