| Summary: | 碩士 === 大同大學 === 資訊經營學系(所) === 102 === The study conducts a way for online shopping companies to plan manpower requirement by means of service science and exploring method of data warehouse. It expects reasonable linkage between the capacity of call center manpower and turnover through control of some critical factors, such as average transaction value (ATV), effective orders rate (EOR), and purchase-order customer-service-cases ratio (PCR). The way can develop a business intelligent model that simply and quickly forecast a gap of customer requirement to solve a problem on service science. The purpose of this study is to examine the relationship between turnover and number of customer service case and to establish a forecast model of service blocking. The research results evidence that the model not only can quantify the output value of call center, but also can forecast manpower requirement in the future for online shopping platform. More specifically, this study creates a tool --Blocking Rate Comparison Table-- to forecast service gaps which offers managers an instrument to staff and to measure efficiency. In addition, the obtained findings provide valuable references for practitioners to effectively manage manpower requirement of call center and for academicians to contribute the research field of service quality.
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