電話客服中心在企業逐漸加重業務種類的情況下,勢必會增加撥入電話的話務量並超過原本規劃的服務產能,因此,本研究主要探討電話客服中心面對各式來電話務量變化型態時,如何在有限的服務資源配置下,運用動態系統模擬方式,推演由啟動備援人力、機動調整服務流程與改變服務佇候容量等三項因應對策所組成的改善方案,並將模擬結果運用統計分析手法作出不同績效衡量指標之優劣排序,提供現場管理者與企業決策者面對電話服務需求量成長時,可執行合適與客觀的方案,以提升服務作業品質,並維持電話客服中心運作的動態平衡,使服務量壅塞的瓶頸時段得以獲得疏導與改善,建立優質企業形象與維繫良好顧客關係
Because enterprise is gradually to increase business category,call center will surely result in raising inbound call traffic and exceed originally planned service capacity.The purpose of this article is to study when facing various teletraffic of inbound call, how to allocate finite service resource under making use of dynamic-system simulation, deduce improvement projects that include launching support manpower,temporarily adjusting service process, changing service queening capacity,use statistical analysis on the simulative result ,and obtain the rank of performance measuring indexes among these projects. To provide optimal and objective improvement for the on-the-scene regulators and enterprise decision maker when facing differential growth in teletraffic, and promote quality of service operation and maintain dynamic balance of operation. These could conduct and improve crowded teltraffic of bottleneck period, in order to establish the superior-quality corporation image and keep great relationship with customers.