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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
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dc.contributor.advisor | 余峻瑜(Jiun-Yu Yu) | |
dc.contributor.author | You-An Peng | en |
dc.contributor.author | 彭佑安 | zh_TW |
dc.date.accessioned | 2021-05-20T00:55:18Z | - |
dc.date.available | 2020-07-02 | |
dc.date.available | 2021-05-20T00:55:18Z | - |
dc.date.copyright | 2020-07-02 | |
dc.date.issued | 2020 | |
dc.date.submitted | 2020-06-30 | |
dc.identifier.citation | Akşin, Z., Ata, B., Emadi, S. M., Su, C.-L. (2017). Impact of Delay Announcements in Call Centers: An Empirical Approach. Operations Research, 65(1), 242-265. doi:10.1287/opre.2016.1542
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/8474 | - |
dc.description.abstract | 在客服中心的營運上,人力成本占總營運成本相當大的比例。而客服中心人力如何配置,排班如何確定等議題一直是研究者關心的重點。本研究透過分析一間保險公司的客服中心進線資料,求得各個時段所需最佳人數,並模擬三種情境,對於管理者提出建議。 影響客服中心電話進線行為的主要有三個時間因素:進線時間、服務時間、掛斷等待時間。而本研究較為聚焦在進線時間,兼論掛斷等待時間。本研究首先由分析客服中心進線資料開始,對於資料做出探索式資料分析。經過初步分析得出此客服中心進線大致樣貌。接著將進線資料切割,利用 EasyFit 軟體,找出各時段資料的最適分配。找出分配後,利用 AnyLogic 軟體對於客服中心模擬。 我們設定客服中心服務水準須剛好達0.8以上及掛斷率剛好小於0.05為該時段之最佳人數。將 AnyLogic 的結果輸出至 Excel ,透過不斷試驗各種人數,找尋符合服務水準與掛斷率要求的結果。除了記錄最佳人數,也記錄最佳人數加減二人之結果,作為敏感度分析。 得出每個時段最佳人數後,進行情境分析。本研究共有三種情境:一、進線量減少 ( 進線間隔時間加長 ) 。二、掛斷等待時間減少。三、進線量與掛斷等待時間同時減少。並取星期一早上九點到十二點的時段作為分析時段。 研究結果發現,在本個案中,進線量減少時,最佳人數也會減少。而掛斷等待時間減少並不會造成最佳人數下降。進線量與掛斷等待時間同減時,最佳人數也會減少,不過主要是受進線量減少影響。管理者可以透過優化交互式語音回覆系統與宣佈等待時間等措施,降低人力配置並提高客戶滿意度,節省成本。 | zh_TW |
dc.description.abstract | This study analyzes a call center in an insurance company, and calculates the optimal staff number of each period. Then simulates three scenarios and suggests the manager according to the result. There are three main time factors that affect the behavior of the call: inbound time, service time, waiting time till hang up. The study starts from exploratory data analysis. Through the analysis we can have a big picture of the data. Then we split the data and use EasyFit to find the optimal distribution of each period. After having the distribution, we use AnyLogic to simulate the call center. The number of staff when the service level to be just above 0.8 and the hang-up rate just below 0.05 is the optimal staff number of the period. This study connects AnyLogic with Excel. By try and error, we find the optimal staff number of each period. Beside the record of optimal staff number, we also record the result of optimal staff number add or less two people as for sensitivity analysis. Having the optimal staff number of each period, we start the scenario analysis. There are three scenarios in the study: 1. Decrease of call volume ( increase of inter-arrival time ) . 2.Decrease of waiting time till hang up. 3.Decrease call volume and hang-up waiting time at the same time. The result shows that the decrease of call volume will decrease the optimal staff number. The decrease of waiting time till hang up will not affect optimal staff number. The decrease of call volume and waiting time till hang up at the same time will decrease optimal staff number, but the effect mainly comes from decrease of call volume. The manager can decrease the optimal staff number and raise the satisfaction of customers by optimizing the IVR system or by delay announcement. | en |
dc.description.provenance | Made available in DSpace on 2021-05-20T00:55:18Z (GMT). No. of bitstreams: 1 U0001-3006202014155500.pdf: 2780868 bytes, checksum: ce1bc6702f3cfe5d99a33c0c0b561ece (MD5) Previous issue date: 2020 | en |
dc.description.tableofcontents | 目錄
謝辭 4 摘要 5 ABSTRACT 6 目錄 7 圖目錄 9 表目錄 10 第一章 緒論 11 第一節 研究背景與動機 11 第二節 研究目的 12 第三節 重要名詞釋義 13 第四節 研究流程 15 第二章 文獻探討 17 第一節 電話客服中心 17 第二節 模擬 19 第三節 進線間隔時間與掛斷等待時間 22 第四節 總結 25 第三章 研究架構與情境 26 第一節 研究架構 26 第二節 研究情境 27 第四章 研究設計與方法 30 第一節 研究設計 30 第二節 研究樣本 31 第一項 保險公司客服中心簡介 31 第二項 進線間隔時間資料 33 第三項 服務時間資料 35 第四項 掛斷等待時間資料 37 第三節 分析工具之使用 39 第一項 R 39 第二項 EasyFit 39 第三項 AnyLogic 39 第四節 分析方法 40 第一項 最適分配 40 第二項 建構模擬模型 41 第三項 模擬分析 42 第五章 研究結果與討論 43 第一節 最適人力需求 43 第二節 情境分析 45 第一項 情境一:進線量減少 45 第二項 情境二:掛斷等待時間減少 48 第三項 情境三:進線量與掛斷等待時間同時減少 53 第六章 結論與建議 59 第一節 研究發現與結論 59 第二節 研究特色與貢獻 60 第三節 研究限制與建議 61 參考文獻 62 附錄 65 情境一敏感度分析表 65 情境二敏感度分析表 70 情境三敏感度分析表 75 最適分配表 80 | |
dc.language.iso | zh-TW | |
dc.title | 保險公司客服中心人力配置最佳化與情境分析—進線角度分析 | zh_TW |
dc.title | Manpower Optimization and scenario analysis in Call Center of Insurance Company--Inbound Call Perspective | en |
dc.type | Thesis | |
dc.date.schoolyear | 108-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 孔令傑(Ling-Chieh Kung),黃奎隆(Kwei-Long Huang) | |
dc.subject.keyword | 客服中心,進線間隔時間,掛斷等待時間,人力配置最佳化,模擬, | zh_TW |
dc.subject.keyword | Call center,Inter-arrival time,Manpower optimization,Waiting time till hang up,Simulation, | en |
dc.relation.page | 89 | |
dc.identifier.doi | 10.6342/NTU202001208 | |
dc.rights.note | 同意授權(全球公開) | |
dc.date.accepted | 2020-06-30 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學研究所 | zh_TW |
顯示於系所單位: | 商學研究所 |
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