本文讲述了接通率在呼叫中心运营管理中的重要地位,并以某电信企业S呼叫中心为例,研究了提高接通率的办法:一是改进现有话务量预测方法,提高预测准确率,通过合理排班提高接通率;二是研究不同地区客户对接通率的敏感度,通过应用“价格歧视”的经济学原理,进行人力资源分配,达到提高总体接通率的目的。 This paper describes the connection rate in the operation and management of call center an important position, and a telecommunications company S call center for example, to study the ways to improve the connection rate: First, improve the existing traffic prediction method to improve the prediction accuracy Rate, through a reasonable shift to improve the connection rate; the second is to study the sensitivity of customers in different regions on the connection rate, through the use of “price discrimination ” of economics principles, human resources allocation, to improve the overall connection rate purpose.