| With the continuous development of economy,the scale of call center has grown,as an important bridge of enterprise and customer communication,is playing an increasingly important role in the field of call center,its operation and management mode also need to constantly update along with the social economic development in order to timely response to customer demand,improve customer perception,the call center need according to the curve of traffic science reasonable arrangement of personnel answering the call The operation mode of the electric power call center for 7* 24 hours,each period in order to achieve the service levels(a)answering rate index requirements,may be to arrange the employee’s working hours do not agree with most people’s work and rest time,affect employee awareness and also individual session there may be redundant,the human resources waste phenomenon is obvious,so how to balance the service level with the continuous development of economy,call center scale is growing,as an important bridge of enterprise and customer communication,is playing an increasingly important role in the field of call center,its operation management mode also needs to update along with the social and economic development In order to timely respond to customer demands and improve customer perception,call centers need to scientifically and rationally arrange personnel to answer calls according to the traffic curve.The operation mode of the electric power call center for 7 * 24 hours,each period in order to achieve the service levels(a)answering rate index requirements,may be to arrange the employee’s working hours do not agree with most people’s work and rest time,affect employee awareness and also individual session there may be redundant,the human resources waste phenomenon is obvious,so how to balance the service level(answering rate)and staff comfort and the contradiction between human resource utilization,management needs to solve is the aims of this paper is to solve the problem of electric power company call center scheduling and scheduling efficiency low demand value and the fit of the scheduling personnel human resources into big difference Service levels are not up to expectations.By conducting questionnaires,collect employees to opinions and Suggestions of the current scheduling management mode,summarize the main factors influencing the scheduling in consideration of the laws and regulations to operate on the basis of the actual situation and so on various aspects constraints,based on the python language,using genetic algorithm,the scheduling fitness function is determined,the call center scheduling problem is to establish the mathematical model,and applies the model in A power company call center in practical operation,through the actual operation,according to the operation results show the effectiveness of the scheduling model Based on genetic algorithm,establish the mathematical model of science for scheduling personnel scheduling work provides important reference basis,effectively improve work efficiency and at the same time,on the basis of the mathematical model is established,from the perspective of management,by adopting the combination of qualitative and quantitative methods,through careful traffic prediction optimization scheduling management mechanism to strengthen field management four aspects to optimize the scheduling monitoring and scheduling management,formulated the related control measures in this paper,from the scientific validity of scheduling and scientific management From the two aspects of rationality,we should jointly improve the degree of fitting of traffic forecasting and scheduling,reduce the waste of human resources,improve the overall operation level of call center of power companies,and save the company’s operating costs. |
