Research On Simulation And Optimization Of Joint Scheduling In Call Centers With Delay Information

With the increasingly fierce market competition,the diversity and randomness of customer demand make the competition between enterprises has gradually shifted from product competition to service competition.As a key link between the service provider and the customer,how to establish the service model with balanced quality and efficiency has become a hotspot in the research of management and academia.At present,the call center with delay information has been widely used.The prompting time is to provide customers the queue waiting information predicted by call center,then the customer can know their own waiting information as "visible queue" and determine their follow-up behaviors.Managers can use this model to adjust the demand effectively and ease the congestion problem.However,the scheduling method with this technology has not been widely developed.Since the presence of delay information affect the call center performance greatly,the use of the inherent scheduling method will inevitably result in the loss of revenue.In view of this,this paper designs the call queuing system with delay information,and puts forward the corresponding scientific and effective joint scheduling method to realize the scheduling optimization,considering the characteristics of patience change in customer waiting process.As an important part of National Natural Science Foundation of China,this paper develops a reasonable call center model which is close to the actual by considering the impact of operational mechanisms and customer behaviors on call center performance.And in this context,this paper researches the impact of different scheduling methods on scheduling results.The main work of this paper includes the following aspects:firstly,this paper develops a call center model using the common programming language(C ++ language)and the discrete event scheduling method and analyzes the influencing factors(operational mechanism and customer behavior)of call center performance.Secondly,this paper develops the two-stage scheduling model considering the customer redialing behavior and the call center of the IVR system based on the delay information mechanism and analyzes the limitation of the model.Thirdly,using Simulated Annealing Genetic Algorithm as the simulation optimization algorithm,this paper establishes the joint scheduling model.This paper compares the results of the two-stage scheduling and the joint scheduling model and analyzes their advantages and disadvantages.The research shows that the complexity and randomness of the real system make the simulation technology become one of the important directions of complex systems.The results of this paper show that the call center model based on the discrete event scheduling method is suitable for the call center scheduling model with complicated call service.The conclusion of this paper is based on a certain theoretical basis,which has a high reference value for the scheduling problem of call center with high labor cost.