Research On Optimization Of Call Centers With A Queuing Information And Call-Back Option

With the increasing number and importance of call centers,call centers have made new progress in the use of technology.With limited resources and unpredictable customer needs,more and more call centers alleviate queuing congestion,reduce customer loss and improve service level by providing call-back option and informing queuing information to customers.The call center needs technical cost and operation cost to provide callback service.Although providing call-back option can meet the needs of customers who are unwilling or have no time to wait online,it is not a correct or necessary operation decision to blindly provide call-back option to customers without considering the conditions of the call center.It is worth studying under what scenario the call center provides callback service,which can not only meet the needs of customers,but also meet the operational needs of the call center.By comparing and analyzing the service level effect of call centers with and without call-back option,it is more meaningful to study when provide call-back option.For the call center that informs queuing information to customers,because the queuing information affects customers' choice and dissatisfaction,this paper studies and analyzes how to inform queuing information to customers can improve customers' satisfaction by establishing a queuing model that informs queuing information.The research work of this paper mainly includes three aspects:(1)A queuing model with call-back option is proposed.Based on the single type queuing model,the approximate formula of customer abandonment rate of queuing system with call-back option is derived.Based on the priority queuing model,the formulas of customer waiting time of real-time and call-back option queues are derived respectively.A queuing model with a call-back option is established.In order to study the scene of provide call-back option can improve the service level of call center,the effects of a call-back option are compared by analyzing the staff size and customer selection behavior,and the operation strategy of providing a call-back option is given.(2)A customer choice behavior decision model for queuing system with real-time service delay information is proposed.Considering that customer abandonment is affected by waiting time and impatience,and customer choice behavior obeys the exponential distribution of waiting impatience,a decision-making model of customer choice behavior is established.By analyzing the service effect and other impact of service level indicators affected by real-time service delay information,the operation strategy of real-time service delay information is given.(3)A customer selection behavior decision model for queuing system with real-time and callback queuing information is proposed.Considering the different waiting cost and impatience of customers in real-time and call-back service queues,a customer selection behavior decision-making model related to the different waiting patience and queuing information of customers in the two types of queues is established.By comparing the service effect with and without call-back commitment time,and analyzing the combination of real-time service waiting time and call-back commitment time,the significance of call-back commitment time is proved and the joint strategy of two queues information is given to optimize the service level of the system.Considering customer waiting patience and managers' operation preference,in-depth study on the impact of customer selection behavior and queuing information on various indicators of service level is helpful for the call center to more accurately control customer arrival,design staff size and improve customer satisfaction,and is meaningful to improve the service level and development call center business.