A method for forecasting traffic load in customer service center

Abstract

The invention discloses a customer service center telephone traffic load prediction method, including: according to selected historical data, calculating telephone traffic M by hour of each time period; according to average call duration and desk duration, calculating average processing duration N of a single phone call; finally determining the number H1 of telephone traffic personnel required per hour; calculating predictive parameter influence telephone traffic X' in a corresponding period of the very year; calculating the average telephone traffic load prediction amount S of 24 point hours of the next period of the very year; in combination with a field practical situation and an empirical value, obtaining per capita hour telephone traffic M, and calculating the number H2 of telephone traffic personnel required per hour; and by calculating an average value of H1 and H2, determining the final predicted number of telephone traffic personnel. A scheduling method of the invention performs effective telephone traffic prediction directed at specific circumstances of a local region, so results are relatively accurate; and rest time of customer service representatives can be guaranteed while answering of phone calls under normal circumstances can be effectively ensured, thereby improving work efficiency, and ensuring power supply service quality.

Description

technical field [0001] The invention belongs to the field of traffic prediction, and in particular relates to a traffic load prediction method of a customer service center. Background technique [0002] Traffic load forecasting is an important part of customer service center operation and management. It is related to a series of indicators such as labor cost input, completion of performance indicators, and employee job satisfaction. It is the most basic work of the operation and management of the entire call platform. [0003] A traffic load forecasting method commonly used at present is the Irish traffic load forecasting method, but this method is a general method for most regions and does not have regional specificity, and cannot fully consider weather conditions, power outages in the forecasting process. The number of lines, the number of emergency repair resources, the number of power outages for special reasons, and the influence of the resources of community power supp...

AI Technical Summary

Problems solved by technology

[0003] A traffic load forecasting method commonly used at present is the Irish traffic load forecasting method, but this method is a common method for most regions and is not regionally specific, and weather conditions, power outages, etc. cannot be fully considered in the forecasting process The impact of the number of lines, the number of emergency repair resources, the number of power outages for special reasons, and the resources of community power supply service units leads to inaccurate prediction results

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