针对呼叫中心服务质量评价中指标因子不全面、指标权重未知等问题，提出一种基于前景理论和直觉模糊集的呼叫中心服务质量评价方法。结合呼叫中心自身的特点综合考虑顾客和员工双视角，确立完整的评价指标体系，根据直觉模糊数理论定义一种新的记分函数，通过直觉模糊集的信息熵来确定各指标的权重，结合决策矩阵和权重计算综合前景值来确定最优方案。最后通过算例对比分析，验证所提方法的有效性和可靠性。%In this paper, in view of the problems in the service quality evaluation of the call centers, we proposed an evaluation process based on the prospect theory and the intuitionistic fuzzy sets. Next, in view of the intrinsic characteristics of the call centers and from the duo-perspectives of the customer and the employee, we established a complete evaluation index system, defined a new grading function based on the intuitionistic fuzziness theory, determined the weight of the indexes through the information entropy of the intuitionistic fuzzy sets, and isolated the optimal solution by calculating the comprehensive prospect value. At the end, through a numerical comparison, we demonstrated the validity and reliability of the method proposed.
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