保險公司客服中心人力配置最佳化與情境分析—服務時間角度分析

Manpower Optimization and scenario analysis in Call Center of Insurance Company—Service Time Perspective

毛詩沅(Shi-Yuan Mao)

指導教授 ： 余峻瑜

國立臺灣大學/管理學院/商學研究所/碩士(2020年)

https://doi.org/10.6342/NTU202100814

摘要

近年來公司愈來愈重視顧客關係管理，客服中心則是可以幫助公司與客戶聯繫，維持長久關係的重要工具之一。然而，客服中心的人力成本佔了其營運成本的大宗，隨著人力成本的不斷提升，如何有效利用人力資源，用最小成本達到所要求的服務績效成為客服中心亟待解決的問題。
本研究透過對一家保險公司的客服中心資料進行探索性數據分析，首先瞭解整個客服中心的營運狀況，再使用模擬方法建構客服中心模型，擬合進線間隔時間、服務時間與掛斷等待時間的分配，藉由模擬得出客服中心工作時間內每半小時的最適人力需求數量。除此之外，本研究結合相關文獻探討和客服中心真實情 況，從服務時間的角度出發，提出 6 個情境進行分析。
經過分析後，本研究發現通過控制客服人員的通話時間和話後處理時間，可以有效減少客服中心所需的人員數量，本研究也進一步提出相應的管理意涵，包括提供教育訓練，適時讓客服人員休息，完善 IVR 系統加強客戶分流作用以及使用機器學習方法提高客服人員話後處理時間。

關鍵字

客服中心 ； 人力配置最佳化 ； 服務時間 ； 情境分析 ； 管理意涵

並列摘要

In recent years, companies have been placing more and more emphasis on customer relationship management, and call centers are one of the most important tools that can help companies connect with their customers and maintain long-lasting relationships. However, the human cost of the call center accounts for a large part of its operating costs, and as the human cost rising, how to effectively use human resource and how to achieve the required service performance at minimal cost have become an urgent problem for the call center to solve.
In this study, first, an exploratory data analysis of the call center of an insurance company was conducted to help understand the operational status of the call center, then construct the call center model, and use software to fit the distribution of inter-arrival time, service time, and waiting time till hang up, and obtain the optimal amount of manpower demand of the call center per half hour by simulating. In addition, this study combines the relevant literatures and the real situation of the call center, and proposes scenario analysis from the perspective of service time.
After analysis, this study finds that by controlling the call time and post-call handling time of the agents, the number of agents required in the call center can be effectively reduced. This study further suggests the corresponding management implications, including providing agents relevant training, giving agents timely rest, improving the IVR system, and using machine learning methods to reduce the call time and post-call handling time of agents.

並列關鍵字

Call center ； Manpower optimization ； Service time ； Scenario analysis ； Management implications

參考文獻

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