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通过向客户提示可能需要等待的排队时间来改善顾客满意度是目前呼叫中心的重要手段之一。实践表明,提示时间长短的确定对顾客满意度和呼叫中心效用具有重要影响作用。基于排队论建立了考虑顾客心理行为影响的最大系统效用优化模型,并给出了基于混沌搜索的求解算法。针对一类带有排队等待时间提示的M/M/N+M排队模型,研究了排队时间提示对顾客耐心心理与放弃行为的影响规律,用概率函数描述了顾客心理变化和放弃行为,推导了稳态下的排队系统的性能计算公式,构建了最大化系统效用值的优化模型和混沌搜索求解算法。数值实验验证了算法的收敛性和有效性,并给出了不同耐心顾客群体和呼叫中心运营模式下的系统最优提示时间策略和效用值的变化规律,作为实际工作中的指导准则。
Improving customer satisfaction by prompting customers for queuing times that may have to wait is one of the key ways call centers nowadays. Practice shows that the determination of the length of the prompt has an important impact on customer satisfaction and call center effectiveness. Based on queuing theory, a maximum system utility optimization model considering the influence of customer psychological behavior is established, and a solution algorithm based on chaos search is given. Aiming at a type of M / M / N + M queuing model with queuing waiting time hints, this paper studies the influence of queuing time hints on customer patience and abandonment behavior, and describes the customer psychological change and abandonment behavior with probability function, and deduces The formula for calculating the performance of queuing system in steady state and the optimization model for maximizing the system utility value and the algorithm for solving chaotic search are constructed. Numerical experiments verify the convergence and validity of the algorithm, and give the variation rules of the system optimal cues time strategy and utility value under the different patience customer groups and call center operating mode as the guiding principle in practical work.