北京工業大學 計算機學院,北京 100124
摘 要: 本文以呼叫中心行業中的人工坐席規模測算公式為基礎，結合財險呼叫中心特點，對測算公式進行改進。采用保費額、報案率等進行計算并綜合測算了IVR、TTS、FAX通道數等資源項，使測算結果更貼近該類型呼叫中心規模的實際情況。
關鍵詞: 財險；呼叫中心；客服中心；規模測算；
中圖分類號: TP399 文獻標識碼: A
Research on property insurance call center system construction scale based on measurement
SHANG Yan
School of Computer Science, Beijing University of Technology, Beijing 100124, China
Abstract: Based on call center industry of system scale calculation formula, combining with the characteristics of property insurance call center and to improve the calculation formula. Adopt the premium amount, reporting rate are calculated and measured the IVR, TTS ,FAX number of channel resources, make the calculation results more close to the actual situation of this type of call center scale.
Key words: property insurance; call center; customer service center; scale estimate;
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作者簡介: 尚巖(1980),女,山東青島人,碩士研究生,主要研究領域為信息安全。
