联络中心人力资源调度研究

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摘要

联络中心是物流服务信息化进程的先驱，高效的联络中心不仅能有效降低

物流成本，提高物流运作效率，还能提升行业服务形象。因此，联络中心运营

管理问题自然成为物流业研究中一项重要内容。联络中心若要提供高质量的服

务，保证大多数业务在短时间内得到处理，就需要有充足的人力来保障；但高

人力带来的就是联络中心运营成本的高起。因此研究如何在保证设定服务质量

的前提下，尽可能地通过优化配置座席员，避免人员浪费或相对不足等来控制

人员成本，实现服务质量与服务成本的和谐，对联络中心运营乃至整个物流业

而言有重大意义。

论文系统分析了联络中心总体框架和分类方法，论述了联络中心的基本结

构及业务处理流程，并在对联络中心的运营服务绩效指标进行分析的基础上，

重点研究了一种基于智能算法的联络中心人力需求计算方法以及基于 ARENA

平台的联络中心运营效率对比仿真分析。本文的研究成果针对以下两块：

针对单技能联络中心人力需求计算这一离散约束问题，建立了单技能联络

中心的人力需求计算线性规划模型，并使用一种改进蚁群算法进行求解。在方

法中，对算法的信息素更新规则进行了修改，并基于 MATLAB 编程针对实例进

行仿真分析。最后，将本文方法的仿真结果与遗传算法进行统计学意义上的定

量对比分析，结果表明：蚁群算法是一种有效的求解方法。这为智能算法在联

络中心人力需求计算问题上的应用研究提供了一种新的解决思路。

有助于充实联络中心效率测评方面的研究。联络中心相比呼叫中心，有着

更丰富的联络渠道以及更高的效率，但现实研究中对呼叫中心与联络中心实际

运营效率间的对比研究较为鲜见。故针对一类基本的 V型联络中心与 II 型呼叫

中心，基于 ARENA 软件对其运营效率进行了仿真研究。对仿真结果进行分析

发现，同等条件下联络中心（尤其是考虑渠道优先级座席的联络中心）在座席

数量、服务水平、座席利用率以及客户遗弃率等评价指标上的表现均优于呼叫

中心。

关键词：联络中心人力资源管理蚁群算法 ARENA 仿真运营管理

ABSTRACT

As the pioneer of logistics service informatization, contact center has been

widely used in logistics industry. Reasonable schedule in the contact center not only

can improve the overall operating efficiency, control costs, but also can improve the

image of enterprise services. How to optimize the contact center management

naturally becomes one of the most important problems in the logistics. Contact center

need to provide high-quality service，which means enough agents are needed to

guarantee that most contacts get service in a short period of time. On the other hand，

the more human resource one contact center has, the higher the cost it takes. Because

labor cost usually accounts for the largest proportion of the total cost, and contact

centers should schedule as few agents as possible in order to reduce cost．Therefore，

the study of how to utilize the labor force efficiently and how to get balance between

the cost and the service level is of great importance for contact centers and logistics．

After systematically analyzing the contact center system and its KPI, the

dissertation focuses on two key points: manpower demand calculation method and

the operational efficiency analysis of contact center based on simulation. This

dissertation brings new ideas to the literature, including:

This paper helps to enrich the contact center agent-shifts needed calculating and

optimization theory. In order to study the optimization problem of staffing in contact

centers, this paper establish a single skill staffing model based on the set covering

model presented by Dantzig, which is a linear programming model. An improved ant

colony optimization is proposed to solve this model. The method improved the

pheromones updating strategy so as to better the effect of basic ant colony algorithm.

With the help of MATLAB software and quantitative contract analysis, the feasibility

and effectiveness of the improved ant colony optimization is verified. Simulation

results with an instance show that the proposed method can obtain an effective result

and operator matching degree can meet the actual operation demand. This intelligent

method provides a new idea for solving the staffing problems in call centers.

This paper helps to supplement the efficiency evaluation literature in contact

center field. Contact center is a new type of call center and has a higher efficiency

and more abundant contact channels. But it is relatively rare for the comparative

study on the actual operation efficiency between call center and contact center. The

operational efficiency of a basic class of V-shaped contact center model and a type of

II-shaped call center model is proposed based on Arena simulation. By establishing

and operating the simulation model and analyzing the simulation results, it is shown

that under the equal condition contact centers (especially contact centers which

consider channel priority) have better evaluation indices in head count, service level,

agent’s utility and customer’s abandonment rate than call centers.

Key Word: Contact Center, Human Resource Management, Ant

Colony Optimization，ARENA，Simulation，Operations Management

摘要

ABSTRACT

第一章绪论 ................................................................................................................. 1

1.1 研究背景及意义 .................................................................................................. 1

1.1.1 联络中心的兴起与发展 .............................................................................. 1

1.1.2 联络中心在物流行业的应用及影响 .......................................................... 3

1.1.3 本文研究的意义 .......................................................................................... 4

1.2 国内外研究现状 ................................................................................................. 5

1.2.1 联络中心人员排班问题研究 ...................................................................... 5

1.2.2 蚁群算法理论及应用研究 ........................................................................... 7

1.2.3 联络中心效率衡量研究 .............................................................................. 8

1.3 研究内容与方法 ................................................................................................. 8

1.3.1 研究内容 ...................................................................................................... 8

1.3.2 研究方法与技术路线 .................................................................................. 9

1.4 论文组织结构 ..................................................................................................... 9

1.5 本章小结 ........................................................................................................... 10

第二章联络中心概述 ............................................................................................... 11

2.1 联络中心总体框架 ............................................................................................ 11

2.1.1 联络中心基本结构 ..................................................................................... 11

2.1.2 联络中心业务处理流程 ............................................................................. 12

2.2 联络中心的分类 ................................................................................................ 13

2.3 联络中心的运营管理 ........................................................................................ 16

2.3.1 联络中心运营管理特点 ............................................................................. 16

2.3.2 联络中心运营服务绩效指标 .................................................................... 17

2.4 本章小结 ........................................................................................................... 18

第三章基于蚁群算法的联络中心人力需求计算方法 ........................................... 19

3.1 概述 .................................................................................................................... 19

3.2 蚁群算法的基本理论 ....................................................................................... 19

3.2.1 蚁群算法的特点 ......................................................................................... 19

3.2.2 蚁群算法的流程 ......................................................................................... 20

3.3 联络中心人力需求计算研究 ........................................................................... 20

3.3.1 问题分析 ..................................................................................................... 21

3.3.2 联络中心人力需求计算数学模型 ............................................................ 22

3.3.3 状态转移规则 ............................................................................................. 24

3.3.4 信息素更新规则 ......................................................................................... 25

3.3.5 模型约束条件处理 ..................................................................................... 26

3.3.6 求解步骤 ..................................................................................................... 26

3.4 模型实验仿真及算法对比分析 ........................................................................ 26

3.4.1 仿真实验 ..................................................................................................... 27

3.4.2 结果分析与算法对比 ................................................................................. 28

3.4.3 算法评价 ..................................................................................................... 29

3.5 本章小结 ............................................................................................................ 30

第四章基于仿真的联络中心运营效率对比研究 ................................................... 31

4.1 概述 .................................................................................................................... 31

4.2 系统仿真相关理论 ............................................................................................ 31

4.2.1 系统仿真的概念 ......................................................................................... 31

4.2.2 常用仿真平台的介绍与选取 ..................................................................... 32

4.2.3 Arena 仿真平台简介 ................................................................................... 33

4.3 联络中心系统模型描述 .................................................................................... 33

4.3.1 联络中心描述 ............................................................................................. 33

4.3.2 联络中心排队服务描述 ............................................................................. 34

4.3.3 仿真逻辑模型 ............................................................................................. 34

4.4 基于 ARENA 平台仿真模型的构建................................................................... 36

4.4.1 模型假设 ..................................................................................................... 36

4.4.2 仿真框架 ..................................................................................................... 37

4.4.3 模型主要仿真功能模块分析 ..................................................................... 38

4.4.4 模型评价指标 ............................................................................................. 40

4.5 仿真基础数据及结果分析 ................................................................................ 40

4.5.1 系统基础数据描述 ..................................................................................... 40

4.5.2 仿真结果 ..................................................................................................... 41

4.5.3 结果分析 ..................................................................................................... 42

4.6 本章小结 ............................................................................................................ 45

第五章结论与展望 ................................................................................................... 46

5.1 总结 .................................................................................................................... 46

5.1.1 论文主要工作 ............................................................................................. 46

5.1.2 论文主要创新点 ......................................................................................... 46

5.1.3 论文主要局限性 ......................................................................................... 46

5.2 进一步工作方向 ................................................................................................ 47

参考文献 ..................................................................................................................... 49

在读期间公开发表的论文和承担科研项目及取得成果 ......................................... 55

致谢 ............................................................................................................................. 56

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摘要：

摘要联络中心是物流服务信息化进程的先驱，高效的联络中心不仅能有效降低物流成本，提高物流运作效率，还能提升行业服务形象。因此，联络中心运营管理问题自然成为物流业研究中一项重要内容。联络中心若要提供高质量的服务，保证大多数业务在短时间内得到处理，就需要有充足的人力来保障；但高人力带来的就是联络中心运营成本的高起。因此研究如何在保证设定服务质量的前提下，尽可能地通过优化配置座席员，避免人员浪费或相对不足等来控制人员成本，实现服务质量与服务成本的和谐，对联络中心运营乃至整个物流业而言有重大意义。论文系统分析了联络中心总体框架和分类方法，论述了联络中心的基本结构及业务处理流程，并在对联络中心的运营服务绩...

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