基于仿真的多技能呼叫中心运营评估

呼叫中心的运营评估对呼叫中心的优化运作起着重要的作用，它不但是坐席人员排班的基础，而且能够对呼叫中心的战略化发展起支持作用。呼叫中心的大型化以及接待中心的出现，使得坐席人员的技能水平向多技能的方向发展，由于多技能的引入使得呼叫中心运营的复杂程度大大增加，原来支撑呼叫中心运营评价的理论无法继续在多技能的呼叫中心中应用。研究了使用仿真的方法对多技能的呼叫中心运营效能进行评估。给出了多技能呼叫中心的仿真模型，并使用某大型电信企业的多技能呼叫中心实际数据，对提出的模型进行了验证。

Evaluation of multi-skill call center based on simulation

The evaluation of a call center has a great infection on the optimal operation.Evaluation is not only the base of staff scheduling,but also can support the strategic development.The development of the call center and the appearance of contract center make the skill of the agents change from single-skill to multi-skill.Because the multi-skill complicates the operation of call center a lot,the evaluation theory used for the single-skill call center is no longer suitable.A simulation method which can afford the evaluation of multi-skill call center is discussed.The framework of the simulation model is shown in the article.And also the numerical experiment using the data from a reality multi-skill call center is given to demonstrate the simulation model meanwhile.