对电信运营商呼叫中心分布的研究与实践

本文首先介绍了呼叫中心分布问题的研究背景、研究目标及研究方法,然后从设计变量与假设入手,将呼叫中心的设置位置、数量和规模等作为变量函数与约束条件的量化内容,通过采用混合整数规划的数学优化模型,寻求呼叫中心的总体成本最小化,从而形成呼叫中心的分布模型.本文把分布问题与呼叫中心的设置问题相结合,不同于以往对呼叫中心的大多数研究只考虑了微观上如何对其内部进行优化的配置与管理.

Research and Application on the Location Theory of Call Center in Telecom Operaters

This paper first introduce the background, target and method of the research work on location theory of call center. Then with the hypothesis of some restriction condition and mathematics model,this paper give the location theory on call center site to reduce the cost. This is the first research work on call center and its site location in china.