基于不耐烦、声讯互动的呼叫中心性能分析

华东师范大学学报(自然科学版) ›› 2010, Vol. 2010 ›› Issue (1): 69-78.

基于不耐烦、声讯互动的呼叫中心性能分析

张化清

首都师范大学数学科学学院, 北京 100037

收稿日期:2009-02-24 修回日期:2009-05-03 出版日期:2010-01-25 发布日期:2010-01-25
通讯作者: 张化清

Performance analysis in call centers with IVR and impatient customers (Chinese)

ZHANG Hua-qing

College of Mathematics Science, Capital Normal University, Beijing 100037, China

Received:2009-02-24 Revised:2009-05-03 Online:2010-01-25 Published:2010-01-25
Contact: ZHANG Hua-qing

摘要/Abstract

摘要： 考虑带声讯互动(Interacting Voice Response,IVR)且有不耐烦顾客呼叫中心的马尔可夫模型. 通过建立两状态和三状态MC,分别利用流守恒方程和Q矩阵给出系统的平稳状态概率, 以及其他一些重要的性能指标.

关键词: 呼叫中心, 不耐烦顾客, 声讯互动, 积形式, Q矩阵, 呼叫中心, 不耐烦顾客, 声讯互动, 积形式, Q矩阵

Abstract: The paper considered a call center with interacting voice response (IVR) by using Markov model. By constructing a two-state and a three-state MC, stationary probability was given using flow conservation equation and Q-matrix respectively. Furthermore, other performance indexes was deduced, too.

Key words: impatient customer, IVR, product form, Q-matrix, call center, impatient customer, IVR, product form, Q-matrix

中图分类号:

O226

张化清. 基于不耐烦、声讯互动的呼叫中心性能分析[J]. 华东师范大学学报(自然科学版), 2010, 2010(1): 69-78.

ZHANG Hua-qing. Performance analysis in call centers with IVR and impatient customers (Chinese)[J]. Journal of East China Normal University(Natural Sc, 2010, 2010(1): 69-78.