JP3953785B2 - Resource simulation method and system in call center - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a method and a system for simulating, by means of a computer, the allocation personnel as management resources in a call center and the relationship between the input funds and the corresponding quality.
[0002]
BACKGROUND OF THE INVENTION
Combined with technological innovation and increased consumer awareness, consumer demand for each product or service is diversifying and increasingly sophisticated. For example, many questions, requests, and complaints have been received from consumers who have purchased or sold products manufactured or sold at manufacturers or stores on the Internet. Also, for example, in the mail-order sales industry, there are product orders, requests, or questions from consumers based on product catalogs (including those that exist on the Internet) due to the sales management form by mass media etc. It is foreseeable that many people will be concentrated in the time zone.
[0003]
Therefore, in order to meet such a large amount of demand from consumers in the above manufacturers, etc., a large number of operators are arranged and direct inquiries (calls) from consumers via various communication terminals such as telephones and personal computers. Establish and operate a telephone support system such as a so-called call center. This telephone compatible system is called a CTI (Computer Telephony Integration) system.
[0004]
An administrator who establishes and operates such a CTI system needs to complete the center construction and the operation of the CTI system in accordance with the contents of customer service that the company should achieve.
[0005]
[Problems to be solved by the invention]
The manager grasps the current capability level such as how much time each operator placed in the CTI system spends per call and how much customer satisfaction can be obtained from the corresponding contents. The operator's wage can be determined according to the situation. However, an operation plan based on this situation can only be made when the call center's operating system is on track and stable, and when the call center is opened or when personnel or equipment are changed or updated. It was difficult to realize in
[0006]
In other words, when the manager is responsible for the establishment of the center, etc., based on his / her experience and so-called “intuition”, the level of operators to be hired and the number of personnel to be hired, the labor costs associated with them, and It was estimating the quality of call response that could be achieved. Therefore, if the center establishment / operation plan was formulated based on such vague estimation, there was a great possibility that only the quality of the response that would be greatly different from the expectation could be achieved later.
[0007]
In addition, according to “intuition”, if human resources and telephone lines are secured and appropriate technical education and telephone correspondence education are put into practice, it will be necessary to re-establish human resources to match the actual situation after the center was opened. There may be situations in which it is necessary to change the number of devices. In other words, when establishing or operating a call center, no method has been proposed that can accurately present a selection guideline regarding the level of operators, the number of persons arranged, and the quality of response achieved thereby.
[0008]
Therefore, the present invention has been made paying attention to such a conventional problem, and a resource simulation method capable of simulating the level and number of operators that can be secured with a certain amount of investment and the corresponding quality that can be achieved accordingly, and The purpose is to provide a system.
[0009]
[Means for Solving the Problems]
The resource simulation method of the present invention that achieves the above object is a method of simulating, by a computer, the relationship between the allocation resources as management resources in a call center and the input funds and the corresponding quality, The computer is a call response information database that records information on the waiting time of a customer for past calls and the response time of an operator, capability level information based on the performance of each operator, an operator information database that records information on wages, The call correspondence information database, comprising: a storage device including a simulation information database that stores in advance an incoming call volume model group that is a transition pattern of incoming call volume over time, and a logic group that distributes incoming calls to operators; More information on the response time of each call is calculated, the average response time is calculated by calculating the average value of the response time for each ability level of the operator who is responsible for the call recorded in the operator information database, Each recorded in the operator information database By extracting the information of the wages of the force level each, Define the operator's ability level based on the average response time for each incoming call and the operator's wage according to the ability level. , Record the correspondence data of the average correspondence time and wage for each ability level defined here in the simulation information database in the storage device Level definition procedure and the upper limit of the invested funds in the call center Instructions And incoming call volume model in which the relationship between incoming call volume and various factors such as date and work conditions Selection instruction from the incoming call volume model group in the simulation information database When, Based on average response time for each incoming call An incoming call distribution method that distributes incoming calls to each operator according to the operator's ability level and the availability of each line. The selection instruction from the logic group in the simulation information database is received from the interface, and the instructions are recorded in the simulation information database. Model setting procedure, Read the upper limit of investment funds from the simulation information database, The total wage of all operators falls within the upper limit of the input funds, Based on average response time for each incoming call Analyze combination patterns of ability levels and the number of people assigned to each ability level by doing, Can be done with the funds invested in the call center, A search is made for an arrangement number pattern for each ability level based on the average response time for each incoming call, and this search result is stored in a storage device. A total wage by pattern is calculated by adding the value obtained by multiplying the number of people at each ability level based on the length of each ability by the amount of wage for each ability for each pattern, and the total wage by pattern is calculated in the storage device as the corresponding ability level. Store in association with the different arrangement number of people pattern, Number pattern analysis procedure, Set in the simulation information database The incoming call volume that changes according to the incoming call volume model In the simulation information database Based on the configured call distribution method, Set in the simulation information database Calculate the average total response time with the customer and the average waiting time of the customer when distributing to the operators of each ability level in the arrangement pattern by the ability level , And store this calculation result in the simulation information database A call handling simulation procedure.
[0010]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a diagram showing an overall configuration of a call center system in the present embodiment. As a background to this embodiment, when a manager of a call center already operated by a company reviews a management resource (resource) distribution plan, a resource simulator (resource simulation system) that is a part of the call center system is used. Assume a situation in which a simulation is executed. Here, the resource distribution plan is a plan for determining how many call handling operators (hereinafter referred to as operators) are arranged for each capability level. Of course, the scope of application of the present invention is not limited to this embodiment, and it goes without saying that the present invention can be applied to any situation such as a situation where a call center is newly established.
[0011]
A CTI (Computer Telephony Integration) server 10 that centrally manages the entire call center system receives a private telephone line or an internal telephone line from the public telephone line network 30 via an ISDN line and exchanges the private branch exchange system PBX (Private Branch Exchange). ) 32 and personal computers 342a, 342b, and 342c included in the work terminals 34a, 34b, and 34c on which the operators A, B, and C work, are connected by a line such as a LAN. The operator shows only three of A to C for convenience, but there may actually be more.
[0012]
The CTI server 10 is provided with various functions such as a resource simulator 20, an IVR 11, a call support function 12, and a call center management function 13. In order to execute these various functions, various databases such as an operator information database 14, a customer information database 15, a call correspondence information database 16, and a simulation information database 22 are provided.
[0013]
The work terminals 34a, 34b, 34c of the operators A to C also include telephones 341a, 341b, 341c connected to the PBX 32. Each of the operators A, B, and C performs a telephone call service for making a call to the consumer at the telephones 341a, 341b, and 341c, and a call response service for receiving an incoming call from the consumer and answering a question. An external telephone from a consumer is first received by the PBX 32, and the call management function 13 of the CTI server 10 determines the operator in charge from the other party's telephone number and distributes it to the telephone. The appropriate call reception management is performed such as avoiding delivery to the waiting operator.
[0014]
In addition, the call support function 12 of the CTI server 10 has a screen pop-up function for notifying the operator in charge of a call reservation time for a certain consumer for the call handling work of the operators A, B, and C. A call back function is also provided that automatically calls the call that the operator could not handle during work.
[0015]
The operator information database 14 stores information such as the login ID and password of each operator, ability level information based on the results, and wage daily amount. In this embodiment, it is assumed that the ability level of the operator is determined by an average value of the corresponding time (actual call time) for each call and is assigned to levels from L1 to Ln. The daily wage amount is uniquely determined by the level, that is, the wages of operators belonging to a certain level Li are all determined to be equal to Ci.
[0016]
The customer information database 15 records attribute information such as name, telephone number, gender, and what kind of product the customer has purchased, and information such as conversation contents when responding to a call. Yes. In the call correspondence information database 16, waiting times for all past calls (time until the operator responds after an incoming call) and corresponding times (time actually handled by the operator) are recorded. Details of the simulation information database 22 will be described later.
[0017]
The operation manager logs in directly to the CTI server terminal 10, operates the mouse or keyboard while referring to the terminal screen configured using the GUI interface, etc., starts the execution program of the resource simulator 20, and executes various resources. Run the simulation process. Alternatively, the operation may be performed from a terminal such as a personal computer connected to the CTI server 10 via some form of network. In the resource simulator 20, necessary information is acquired from each of the databases 14, 15, 16, and 22, and the simulation process proceeds while recording various processing results. At this time, the processing proceeds while reading / writing data mainly from the simulation information database 22.
[0018]
The simulation information database 22 includes a simulation information definition information storage unit 221, an incoming call volume model information storage unit 223, an incoming call distribution method information storage unit 225, and a simulation result information storage unit 227. These details will be described in the following description of the procedure.
[0019]
Next, the actual procedure of the resource simulation method of the present invention will be described. FIG. 2 is a flowchart showing a schematic procedure of the resource simulation method in the present embodiment. The resource simulation method is roughly divided into simulation condition definition (step s100), simulation execution (step s200), and simulation result display (step s300). Each of these steps s100, s200, and s300 includes a plurality of predefined processes. Next, each of these steps will be described in detail.
[0020]
FIG. 3 is a flowchart showing details of the simulation condition definition step (s100). First, the resource simulator 20 of the CTI server 10 is activated by an operation manager who performs resource simulation. The simulator 20 receives the operation manager's instruction, and performs level definition processing for operators (A, B, C and all other operators, the same applies hereinafter) (step s102). In the operator level definition process, first, the response time of each call is extracted from the call response information database 16, and the average response times t1 to tn are automatically calculated for each of the operator ability levels L1 to Ln. Next, the daily wages C1 to Cn for each capability level are extracted from the operator information database 14, and a table in which these data are associated is created.
[0021]
FIG. 4 is an image diagram of this table. In FIG. 4, L1 has the highest capacity and Ln is the lowest. In general, ti is smaller than ti + 1. In other words, the higher the ability level, the shorter the response time since the call response can be completed more easily. The wage Ci is higher as the capability level Li is higher.
[0022]
Data about the average corresponding time ti and wage Ci for each ability level Li as shown in the table of FIG. 4 is recorded in the simulation condition definition information recording unit 221 of the simulation information database 22. Here, it is assumed that the ability level of each operator is originally determined and recorded in the operator information database 14, but in this operator definition processing step s102, first, an average corresponding time for each operator is calculated, The ability level may be determined based on the result.
[0023]
Next, as the next process in the simulation condition definition step (s100), a daily upper limit value of the input funds is set (step s104). Here, the input funds are funds allocated to the total wages of all operators. For example, when the operation manager inputs the upper limit value on the operation screen of the resource simulator 20, the resource simulator 20 that has received the upper limit records the data in the simulation condition definition information recording unit 221 of the simulation information database 22.
[0024]
Next, an incoming call volume model setting process is performed (step s106). The incoming call volume model is a transition pattern of the incoming call volume from the consumer over time of one day. Various incoming call volume models are registered in advance in the incoming call volume model information storage unit 223 of the simulation information database 22. The resource simulator 20 can select a plurality of models close to the current situation from among them, and can also select a model by accepting a selection instruction from the operation manager (here, incoming call volume models A to C). ). At this time, it is preferable to display on the resource simulator 20 screen in the form of a graph with the horizontal axis representing the time of day and the vertical axis representing the amount of incoming calls.
[0025]
In this example, the daily operator placement plan simulation is performed based on a daily incoming call volume model, but it is known that there is a long-term change in the incoming call volume such as seasonal fluctuations. It is also possible to make a long-term operator allocation plan by performing the same procedure for a plurality of days and accumulating the results.
[0026]
The incoming call volume model data selected here is recorded in the simulation condition definition information recording unit 221 of the simulation information database 22.
[0027]
Next, the resource simulator 20 performs an incoming call distribution method setting process (step s108). An incoming call distribution method is logic that determines how an incoming call is distributed to an operator. For example, the simulation information database has various incoming call distribution methods that can be selected according to the characteristics of the call center, such as logic for delivering a call in order from the operator who has been in a standby state first and logic for determining an operator in charge for each consumer. 22, the call distribution method information storage unit 225 is registered in advance.
[0028]
The incoming call distribution method data selected here is recorded in the simulation condition definition information recording unit 221 of the simulation information database 22.
[0029]
Thus, the simulation condition definition step s100 in FIG. 2 is completed, and then a simulation execution process is performed (step s200). FIG. 5 is a flowchart showing details of the simulation execution step (s100). First, a pattern detection step s202 of the number of persons arranged by ability level and a calculation step s204 of the total wage by person pattern, which are two steps as the number of persons pattern analysis procedure, are executed.
[0030]
First, the pattern detection step s202 of the number of persons arranged by ability level is executed. The resource simulator 20 reads from the simulation condition definition information storage unit 221 the daily upper limit value data of the investment funds set in step s104. Next, all operator number patterns (combinations of operator numbers for each level) that fall within the upper limit of invested funds are examined and stored in appropriate storage means such as the RAM of the resource simulator 20 (step s202).
[0031]
FIG. 6 is a table showing an image of the number pattern examined. In FIG. 6, for example, the data p11, p12, p13,..., P1n of the number of people pattern 1 are p11 operators at the ability level L1 (actually numerical values, the same applies hereinafter), p12 operators at L2, and L3 operators. This shows a pattern in which p13 operators,..., Ln operators are arranged.
[0032]
Next, the total wage Ct is calculated for the total number of people pattern checked in step s202 (step s204). For example, in the case of the number pattern 1, the total wage Ct = p11 × C1 + p12 × C2 + p13 × C3 +... + P1n × Cn. The total wage amount for each number pattern is stored in an appropriate storage unit such as a RAM of the resource simulator 20.
[0033]
Next, the resource simulator 20 performs a call model correspondence simulation process as a call correspondence simulation procedure (step s206). In this process, for each of the plurality of incoming call volume models A to C selected in step s106, the corresponding quality in the all-people pattern 1 to m examined in step s202 is calculated. Here, the response quality is an index for achieving total call response quality when operators are arranged in a certain number of people pattern j.
[0034]
In the resource simulation of the present invention, two indexes of average waiting time and average total corresponding time are calculated as the corresponding quality. The average waiting time is an average value of the time (waiting time) from when the consumer receives a call until the operator picks up the handset (starts handling). Finally, when no operator can answer the call and the consumer hangs up, the waiting time is taken as the waiting time. For example, for the incoming call model A, the average waiting time when the operator arrangement of the number pattern j is executed is indicated by the characters Waj. On the other hand, the average total response time is an average value of time (= waiting time + actually corresponding time) from when a call arrives until the operator finishes the response. Similarly, for the incoming call model A, the average total corresponding time when the operator arrangement of the number of people pattern j is executed is denoted as Taj.
[0035]
FIG. 7 is a table showing the total wage Ctj (the total wage of the number pattern j is Ctj), the average waiting time Waj to Wcj, and the average total corresponding time Taj to Tcj for each number pattern j for the incoming call models A to C. Yes. Each item is of course a numerical value. Here, it should be noted that the total wage Ctj is the same in each incoming call model because it is determined only by the number of people pattern.
[0036]
The total wage Ctj, the average waiting times Waj to Wcj, and the average total corresponding times Taj to Tcj calculated as a result of the simulation execution are stored in the simulation result information storage unit 227. Or you may enable it to display in a format like the table | surface of FIG.
[0037]
This completes the simulation execution step s200 in FIG. Next, the step (s300) of displaying the simulation result in an easy-to-understand manner so that the operation manager can finally determine the operator arrangement plan will be described. FIG. 8 is a flowchart showing details of the simulation result display step (s300).
[0038]
To output a three-dimensional result display screen that displays the results obtained in the above simulation, that is, the total wage Ctj, the average waiting time Waj to Wcj, and the average total corresponding time Taj to Tcj on the three-dimensional coordinate axis at a time. (Step s302). FIG. 9 is an image diagram showing an example of the three-dimensional result display screen. The results of the incoming call volume models A to C are plotted with the letters a to c, respectively, and the results of the number of people patterns 1 to 5 are plotted with the respective numbers. For example, three points a1, b1, and c1 seem to be close to each other in the space. These three points are the results of simulation execution for the incoming call volume models A, B, and C, respectively, in the case of the number of people pattern 1. is there. The total wage Ct seems to be low at these three points, and the average waiting time and average total response time, which are the corresponding quality, are also small values, which seems to be a good number pattern.
[0039]
In this three-dimensional result display screen, when a desired plot is instructed with a pointer and an operation such as double-clicking is performed, the resource simulator 20 receiving it displays details of the content of that point. FIG. 10 shows the detailed result screen (upper) displayed when the point a4 is double-clicked on the result display screen of FIG. 9, the operator's ability level definition defined in steps s102 and s104, and the upper limit of the invested funds. It is an image figure of the more detailed result screen (below) also including setting. Clicking the Report button on the upper detailed results screen will show the lower display. According to these detailed displays, the operation manager can easily refer to the specific number of people, the total rent amount, etc. of the number pattern plan that seems to be appropriate, as perceived on the 3D result display screen. Can do.
[0040]
Further, since the exact position of each plot is difficult to grasp on the three-dimensional result display screen, two-dimensional result display employing two of these three coordinate axes can be performed (step s304). FIG. 11 is an image diagram showing creation of three types of two-dimensional result display screens from the three-dimensional result display screen. In the same three-dimensional result display diagram as shown in FIG. 9 shown in FIG. 11, when a pointer is brought close to any coordinate axis, a triangular mark with a diagonal line is displayed. A two-dimensional result display by coordinate axes is obtained.
[0041]
Among the three figures on the lower side of FIG. 11, for example, the rightmost figure omits the coordinate axis of the average waiting time, the horizontal axis indicates the average total corresponding time W, and the vertical axis indicates the total wage amount Ct. If it is a result with respect to the incoming call pattern A, it can be seen at a glance that the point a3 has the lowest total rent amount and the average total response time is short. Also, the simulation result of the same number of people pattern, for example, the combination of a1, b1, c1, etc., shows that the total amount of wages is equal (arranged in a horizontal row), etc. more clearly than the three-dimensional result display. . Also in this two-dimensional result display diagram, double-clicking each plot will display the detailed result screen for that point, similar to the upper diagram in FIG. 10 (details shown at the right end in the frame of the figure are Omitted).
[0042]
Each point has a numerical value in parentheses indicating the rank (in the same incoming call model) of that point on the omitted coordinate axis. In addition, referring to the middle and left diagrams of the lower three, only some plots are displayed in black. At the bottom of the screen are buttons called “Amount of incoming calls” and “Number of people pattern”, and the same points as specified for the item of the pressed button are displayed in black. In other words, in the figure on the left, as a result of specifying the point c1 first and pressing the button for the number of people pattern, the plots a1 and b1 change to black together with c1. In the middle figure, as a result of designating the point a3 first and pressing the incoming call amount button, the points a1 and a2 are changed to black together with the point a3.
[0043]
According to such three-dimensional result display, two-dimensional result display, and detailed result display, the administrator can calculate the total wage amount and two types of corresponding quality (average waiting time and average total corresponding time) of a plurality of simulation results. ) Can be compared in a comprehensive and sensory manner, and detailed information on each result can be easily displayed, so that the number of operators of various ability levels should be assigned by level. The plan can be easily drafted and detailed information such as the total amount of wage required for the plan can be immediately grasped.
[0044]
The various functions 11, 12, 13, 20 and various databases 14, 15, 16, 22, etc. of the CTI server 10 may be provided in separate storage devices and function as independent systems connected to the network. Alternatively, they may be combined as appropriate or may be provided in a single storage device. Further, the computer and the terminal may be not only a general personal computer but also a device including any computer chip that can be connected to a network, such as a mobile phone that can be connected to a network, a PDA, a game machine, a fax machine, and a digital TV.
[0045]
In addition, the network connecting the CTI server 10 and the personal computer computers 342a, 342b, and 342c of the operators A, B, and C, and the network connecting the PBX 32 and the public line are not only the LAN and ISDN lines, but also the Internet, ATM lines, Various networks such as personal computer communication lines, wireless networks, and analog telephone lines can be employed.
[0046]
Embodiments according to the present invention may be as follows to achieve the above object. In the resource simulation method, a result output procedure for outputting the total wage, average total response time, and average waiting time for each number pattern in each incoming call volume model to an appropriate output terminal obtained as a result of the call response simulation And if the result element of the total wage by pattern, average total response time, or average waiting time is specified as the output base, the other in the specified value of the result element that received this base specification And a designated element output procedure for outputting the result element information to the output terminal in association with each other.
[0047]
Further, a system for realizing the resource simulation method, wherein the level definition device defines an operator's capability level based on the length of the average response time for each incoming call, and an operator wage according to the capability level, Depending on the incoming call volume model in which the relationship between the upper limit of the funds invested in the call center, various factors such as date and time and work conditions, and the incoming call volume, the ability level of the operator and the availability of each line, etc. A setting device such as a model for setting an incoming call distribution method for distributing incoming calls to each operator, and a capability level and the number of persons arranged for each capability level in which the total wages of all operators fall within the upper limit of the input funds. Patterns and patterns of the number of people arranged by ability level that can be made with the funds invested by the call center by analyzing the combination The number pattern analysis device for analyzing the total wage and the incoming call volume that changes according to the incoming call volume model are distributed to the operators of each capability level in the number pattern based on the set incoming call distribution method. A resource simulation system including a call correspondence simulation device that calculates an average total correspondence time with a customer and an average waiting time of the customer is made.
[0048]
Further, a resource simulation program for causing the resource simulation method to function on a computer is provided.
[0049]
A computer-readable recording medium on which the resource simulation program is recorded is used.
[0050]
【The invention's effect】
According to the present invention, it is possible to provide a resource simulation method and system capable of simulating the level and number of operators that can be secured with a certain investment and the corresponding quality that can be achieved accordingly.
[Brief description of the drawings]
FIG. 1 is a diagram showing an overall configuration of a call center system including a resource simulator in the present embodiment.
FIG. 2 is a flowchart showing an outline of a simulation procedure of the present embodiment.
FIG. 3 is a flowchart showing details of a condition definition step.
FIG. 4 is an image diagram of a table created as a result of operator definition processing.
FIG. 5 is a flowchart showing details of a simulation execution step.
FIG. 6 is a table showing an image of the number pattern examined.
FIG. 7 is a table showing the total wage Ct, average waiting time Wj, and average total corresponding time Tj for each number pattern j for incoming call models A to C;
FIG. 8 is a flowchart showing details of a simulation result display step.
FIG. 9 is an image diagram illustrating an example of a three-dimensional result display screen.
FIG. 10 is a detailed information display screen of plots on the three-dimensional result display screen.
FIG. 11 is an image diagram of a two-dimensional result display screen based on the three-dimensional result display screen.
[Explanation of symbols]
10 CTI server
11 IVR
12 Call support function
13 Call management function
14 Operator information database
15 Customer information database
16 Call information database
20 Resource simulator
22 Simulation information database
221 Simulation condition definition information storage unit
223 Incoming call volume model information storage unit
225 Incoming call distribution method information storage unit
227 Simulation result information storage unit
30 Public telephone network
32 PBX
34a, 34b, 34c Operator work terminal
s102 Level definition procedure
s104, s106, s108 Model setting procedure
s202, s204 Number pattern analysis procedure
s206 Call-response simulation procedure

Claims (5)

A method of simulating, by a computer, the relationship between the allocation resources as management resources in a call center and the input funds and the corresponding quality, the computer comprising:
A call response information database that records information about customer wait times and operator response times for past calls;
Ability level information based on the performance of each operator, an operator information database recording wage information,
A simulation information database that stores in advance a call volume model group that is a transition pattern of call arrival volume over time, and a logic group that distributes incoming calls to operators,
In the storage device,
The average response time is calculated by extracting the response time information of each call from the call response information database and calculating the average value of the response times for each ability level of the operator who is in charge of the call recorded in the operator information database. The time is calculated, the wage amount information for each capability level recorded in the operator information database is extracted, and the operator's capability level based on the length of the average response time for each incoming call , and the capability level A level definition procedure for defining a corresponding operator wage and recording correspondence data of the average corresponding time and wage for each capability level defined here in a simulation information database in a storage device ,
From the incoming call volume model group in the simulation information database , an indication of the upper limit of the invested funds in the call center, and the incoming call volume model in which the relationship between various factors such as date and work conditions and the incoming call volume are respectively defined. In the simulation information database, there is an incoming call distribution method in which incoming calls are distributed to each operator according to the operator's ability level based on the length of the average response time for each incoming call and the availability of each line . A selection instruction from the logic group is received from the interface , and a setting procedure such as a model for recording each instruction in the simulation information database ,
The upper limit value of the invested funds is read from the simulation information database , and the total wages of all operators are within the upper limit value of the invested funds, and the capability levels based on the length of the average response time for each incoming call and the arrangement for each capability level by analyzing the combination patterns of the number, may be made in turned funds of the call center, searching capability by level arrangement number pattern based on the length of the average response time for each incoming call, the search result in the storage device A pattern obtained by adding, for each pattern, a value obtained by multiplying the number of persons arranged for each ability level by the amount of wages for each ability based on the length of the average corresponding time for each incoming call in the arrangement number of persons by ability level Calculate the total wage according to each pattern, and associate this total wage according to the pattern with the number of people allocated according to the corresponding ability level in the storage device. Stores Te, and the number of people pattern analysis procedure,
The simulation information incoming call volume to remain in accordance with the incoming call volume model set in the database, based on the call distribution method that is set in the simulation information database, the simulation information the capability level by which is set in the database A call-response simulation procedure for calculating an average total response time with a customer and an average waiting time of the customer when distributing to operators of each ability level in the arrangement number pattern, and storing the calculation result in a simulation information database ,
The resource simulation method characterized by performing. The total wage, average total response time, and average waiting time for each number pattern in each incoming call volume model obtained as a result of the call response simulation are read from the simulation information database and output to an appropriate output terminal. Results output procedure,
If the interface specifies that the result element of any of these total wages by pattern, average total response time, or average waiting time is used as the output base, the other value in the specified value of the result element that received this base specification The resource simulation method according to claim 1, further comprising: a designated element output procedure for outputting information of the result elements of the first and second elements to the output terminal in association with each other. A computer that simulates the relationship between the personnel allocated as a management resource in a call center and the funds invested and response quality,
A call response information database that records information about customer wait times and operator response times for past calls;
Ability level information based on the performance of each operator, an operator information database recording wage information,
A simulation information database that stores in advance a call volume model group that is a transition pattern of call arrival volume over time, and a logic group that distributes incoming calls to operators,
In the storage device,
The average response time is calculated by extracting the response time information of each call from the call response information database and calculating the average value of the response times for each ability level of the operator who is in charge of the call recorded in the operator information database. The time is calculated, the wage amount information for each capability level recorded in the operator information database is extracted, and the operator's capability level based on the length of the average response time for each incoming call , and the capability level A corresponding operator wage, and means for recording the correspondence data of the average corresponding time and wage for each capability level defined here in the simulation information database in the storage device ,
From the incoming call volume model group in the simulation information database , an indication of the upper limit of the invested funds in the call center, and the incoming call volume model in which the relationship between various factors such as date and work conditions and the incoming call volume are respectively defined. In the simulation information database, there is an incoming call distribution method in which incoming calls are distributed to each operator according to the operator's ability level based on the length of the average response time for each incoming call and the availability of each line . Means for receiving selection instructions from the logic group from the interface, and recording each instruction in a simulation information database ;
The upper limit value of the invested funds is read from the simulation information database , and the total wages of all operators are within the upper limit value of the invested funds, and the capability levels based on the length of the average response time for each incoming call and the arrangement for each capability level by analyzing the combination patterns of the number, may be made in turned funds of the call center, searching capability by level arrangement number pattern based on the length of the average response time for each incoming call, the search result in the storage device A pattern obtained by adding, for each pattern, a value obtained by multiplying the number of persons arranged for each ability level by the amount of wages for each ability based on the length of the average corresponding time for each incoming call in the arrangement number of persons by ability level Calculate the total wage according to each pattern, and associate this total wage according to the pattern with the number of people allocated according to the corresponding ability level in the storage device. And means for storing Te,
The simulation information incoming call volume to remain in accordance with the incoming call volume model set in the database, based on the call distribution method that is set in the simulation information database, the simulation information the capability level by which is set in the database Means for calculating the average total response time with the customer when distributing to the operators of each ability level in the arrangement number pattern, and the average waiting time of the customer, and storing the calculation result in the simulation information database ;
A resource simulation system comprising: In order to simulate the relationship between the allocation resources as management resources in the call center and the funds invested and the response quality, a call response information database that records information on the waiting time of the customer for the past call and the response time of the operator, An operator information database that records performance level information and wage information based on results, an incoming call volume model group that is a transition pattern of incoming call volume over time, and a logic group that distributes incoming calls to operators in advance. A computer having a simulation information database to be stored in a storage device,
The average response time is calculated by extracting the response time information of each call from the call response information database and calculating the average value of the response times for each ability level of the operator who is in charge of the call recorded in the operator information database. The time is calculated, the wage amount information for each capability level recorded in the operator information database is extracted, and the operator's capability level based on the length of the average response time for each incoming call , and the capability level A corresponding operator wage is defined , and the correspondence data of the average corresponding time and wage for each capability level defined here is recorded in the simulation information database in the storage device ;
From the incoming call volume model group in the simulation information database , an indication of the upper limit value of the invested funds in the call center, and the incoming call volume model in which the relationship between various factors such as date / time and work conditions and the incoming call volume are respectively determined. In the simulation information database, an incoming call distribution method for distributing incoming calls to each operator according to the operator's ability level based on the length of the average response time for each incoming call and the availability of each line, etc. Receiving a selection instruction from the logic group from the interface, and recording each instruction in a simulation information database ;
The upper limit value of the invested funds is read from the simulation information database , and the total wages of all operators are within the upper limit value of the invested funds, and the capability levels based on the length of the average response time for each incoming call and the arrangement for each capability level by analyzing the combination patterns of the number, may be made in turned funds of the call center, searching capability by level arrangement number pattern based on the length of the average response time for each incoming call, the search result in the storage device A pattern obtained by adding, for each pattern, a value obtained by multiplying the number of persons arranged for each ability level by the amount of wages for each ability based on the length of the average corresponding time for each incoming call in the arrangement number of persons by ability level Calculate the total wage according to each pattern, and associate this total wage according to the pattern with the number of people allocated according to the corresponding ability level in the storage device. And storing Te,
The simulation information incoming call volume to remain in accordance with the incoming call volume model set in the database, based on the call distribution method that is set in the simulation information database, the simulation information the capability level by which is set in the database Calculating an average total response time with the customer when distributing to operators of each ability level in the arrangement number pattern, and an average waiting time of the customer, and storing the calculation result in a simulation information database ;
A resource simulation program that executes The computer-readable recording medium which recorded the resource simulation program of Claim 4.

Images