Z银行成都呼叫中心客服人员招聘体系优化

发布时间：2018-01-09 04:05

本文关键词：Z银行成都呼叫中心客服人员招聘体系优化　出处：《电子科技大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着企业之间竞争的加剧，大多数企业认识到服务是获取竞争优势的重要手段，越来越多的企业纷纷建立呼叫中心来提升服务品质。特别是银行业，其呼叫中心为卡片业务的发展提供了巨大的支撑，承担了提高客户服务水平、维系老客户、拓展新客户、不断提高客户满意度和忠诚度的重要职责，逐渐成为银行卡片业务发展的基石。然而，人力资源的短缺却在一定程度上制约着呼叫中心的发展，使得客服人员招聘成为呼叫中心目前最重要的工作之一。 Z银行成都呼叫中心是成立于2007年的客户服务中心，5年以来，规模不断扩大，承担了信用卡业务的大量客服工作。但是，由于内外部环境的影响，其招聘工作中存在一些问题。本文以Z银行成都呼叫中心为研究对象，通过对该中心的客服人员招聘现状进行调查和研究，总结其在招聘管理工作中的不足，提出改善的对策和建议，对客服人员招聘体系进行优化，以提高招聘工作的有效性，及时为企业选拔适合的人才，增强企业的核心竞争力，从而实现企业的战略目标。本文采用规范研究与实证分析的研究方法，在归纳整理招聘管理相关文献的基础上，结合人力资源管理、组织行为学、心理学等相关理论，采用案例分析、问卷调查等方法进行研究。针对Z银行成都呼叫中心招聘中存在的问题，通过调查研究设计出客服人员招聘体系的优化方案，从招聘规划、人员选拔标准、招聘渠道、招聘流程、面试技巧、招聘工具等方面进行改进，同时建立面试官的准入和退出机制，加以新员工引导式培训等配套措施，以切实提高招聘工作的效率。除了招聘体系本身的优化外，优化方案的实施还需要各方面的保障措施，包括领导层面的支持、制度的配合、用人部门的理解等，方可共同推进招聘工作的改善，使招聘管理呈现螺旋式提升，更好地履行职能。本研究的最终目的在于提升银行的服务水平，与当前商业银行的战略目标相一致，观点较为新颖。由于目前少有关于银行呼叫中心招聘管理的文献，本文拓展了相关的研究领域，在一定程度上具有应用创新。同时，本文具体探究Z银行呼叫中心招聘体系的优化，试图为其他银行招聘体系优化提供经验和实证支持。
[Abstract]:With the aggravation of competition between enterprises, most enterprises realize that service is an important means to obtain competitive advantage. More and more enterprises have established call centers to improve service quality, especially in the banking industry. Its call center provides a huge support for the development of card business, taking the important responsibility of improving the level of customer service, maintaining old customers, expanding new customers, continuously improving customer satisfaction and loyalty. However, the shortage of human resources restricts the development of call center to a certain extent, which makes customer service personnel recruitment become one of the most important work of call center at present. Z Bank Chengdu call Center was established in 2007, the customer service center, since 5 years, the scale has been expanding, taking on a large number of customer service work of credit card business. However, due to the impact of internal and external environment. This paper takes Chengdu call Center of Z Bank as the research object, through the investigation and research on the current situation of customer service recruitment in the center, summarizes its shortcomings in the recruitment management. Put forward the countermeasures and suggestions to improve the recruitment system of customer service personnel to improve the effectiveness of recruitment and timely selection of suitable talents for enterprises to enhance the core competitiveness of enterprises. In order to achieve the strategic objectives of the enterprise. In this paper, normative research and empirical analysis of research methods, on the basis of summing up the relevant literature on recruitment management, combined with human resources management, organizational behavior, psychology and other related theories, the use of case studies. According to the problems existing in the recruitment of Chengdu call Center of Z Bank, the optimization scheme of the recruitment system of customer service personnel is designed through investigation and research, from the recruitment planning, personnel selection standards. Recruitment channels, recruitment process, interview skills, recruitment tools and other aspects of improvement, at the same time to establish the interviewer's access and exit mechanism, to provide new employee guidance training and other supporting measures. In order to effectively improve the efficiency of recruitment. In addition to the optimization of the recruitment system, the implementation of the optimization program also needs various aspects of safeguards, including leadership support, system cooperation, personnel understanding and so on. In order to jointly promote the improvement of recruitment, recruitment management presents a spiral, better performance of functions. The ultimate purpose of this study is to improve the service level of banks, consistent with the current strategic objectives of commercial banks, the view is relatively novel. This article has expanded the related research domain, has applied the innovation to a certain extent. At the same time, this article concretely explores the Z bank call center recruitment system optimization. This paper attempts to provide experience and empirical support for the optimization of recruitment systems in other banks.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F832.3

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