【摘要】 随着呼叫中心系统呼出业务量的不断增多,如何减少坐席等待时长、提高外呼效率已成为外拨型呼叫中心的研究重点。呼叫中心中现有外呼算法平均置闲时长分布不稳定和呼损较高。提出基于统计分析优化的预测外呼算法,根据通话时长的统计分布得到通话结束个数的数学期望,计算不同通话结束的概率,及时调整外呼速度。优化后的预测外呼算法,平均置闲时长的分布更加稳定,呼损率有效降低,基本控制在2%以内;只依据平均振铃时长,增强了算法调节的可靠性。更多还原

【Abstract】 With the call center outbound traffic growing, how to reduce the length of waiting agents, and improve the efficiency of outbound call has become a research focus of outbound call center. The existing call-out algorithms in the call center are unstable and the call loss is high. In this paper, a predictive outbound call algorithm was proposed based on the statistical analysis optimization. According to the statistical distribution of call duration, the mathematical expectation of the number of call ends was obtained, the probabilities of different call ends were calculated, the outbound call speed was adjusted in time, and the average idle time was more smoothly.更多还原