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为适应通信行业客户量不断增长的趋势,满足呼叫中心业务功能不断增加的需要,将逐步推进呼叫中心专席化运营的进程。针对通信业务种类数量的不断增加,通信公司客服中心服务人员数量已经不能满足未来用户需求的现状,结合过去呼叫中心规划方案,采用具有针对性的通信话务模型,对某省呼叫中心人工台席做出预测判断,以此作为对其现有台席数量进行扩容的理论依据,从而提高呼叫中心承载话务量的能力。
In order to meet the growing trend of customers in the communications industry and meet the ever-increasing need of call center business functions, it will gradually push forward the process of specializing in call center operations. In view of the increasing number of types of communication services, the number of service personnel in communication service centers has been unable to meet the needs of future users. Combining with the call center planning scheme in the past, a targeted communication traffic model is adopted. Make predictions and judgments as a theoretical basis for expanding its existing number of seats, thereby enhancing the call center’s capacity to carry traffic.