美亚电销中心新进员工培训效果的评估研究
发布时间：2018-08-09 15:25
【摘要】：随着呼叫中心电话销售在金融保险业的广泛应用,国内保险电话销售团队规模迅速扩大,上千电话销售坐席的团队屡见不鲜,大量的电话销售一线员工的招募,使得新进电话销售人员的培训成为行业关注和讨论的重要话题。 本文回顾了国内外各种学者对于员工培训效果评估的相关理论和现状研究,发现他们目前对于新进员工的培训效果评估研究介绍不多,涉及到金融保险业电话销售特性的新进员工培训效果的评估更是罕见。 因此,本文以新进员工培训效果的评估为基础,选定了金融保险电话销售一线新进员工为研究对象,通过问卷调查,深入访谈,课堂观察等方法对美亚保险公司电话销售新进员工培训效果进行评估。同时,结合笔者对于培训效果的评估理论学习,采用了定性和定量相结合的方式,就美亚新进员工培训效果评估过程中发现的一系列问题进行深入探讨其产生的原因。通过对培训需求分析、培训方案设计、培训实施和培训效果评估的系统过程分析研究,本文结果表明：电话销售一线新进员工的培训需求不能仅从岗位和公司的角度考虑,更多的要加入新进员工角度的培训需求,考虑到新进员工组织社会化早期适应性的情况,同时,在新进员工培训的形式上要结合新进员工人口统计变量等特点,加强培训效果追踪,才能带来更好的新进员工培训效果。希望能对保险电话销售培训效果的理论和实践研究提供一定的借鉴意义。
[Abstract]:With the wide application of call center telephone sales in the financial and insurance industry, the scale of domestic insurance telephone sales teams has expanded rapidly. Thousands of telephone sales teams are common, and a large number of telephone sales front-line staff are recruited. So that the training of new telephone sales staff has become an important topic of concern and discussion in the industry. This paper reviews the relevant theories and current research on the evaluation of employee training effect by various scholars at home and abroad, and finds that there are few researches on the evaluation of the training effect of new employees. Evaluation of the effectiveness of new employee training involving the characteristics of telephone sales in the financial and insurance industry is even rarer. Therefore, based on the evaluation of the training effect of the new employees, this paper selects the new employees in the financial insurance telephone sales line as the research object, through the questionnaire survey, in-depth interviews, Classroom observation and other methods are used to evaluate the training effect of new employees in telephone sales of American Insurance Company. At the same time, combined with the study of the evaluation theory of training effect, this paper adopts the combination of qualitative and quantitative methods, and probes into the causes of a series of problems found in the process of evaluating the training effect of the new employees in America. Based on the systematic process analysis of training needs analysis, training program design, training implementation and training effect evaluation, the results show that the training needs of new employees in the telephone sales front line cannot be considered only from the point of view of position and company. More training needs from the perspective of new employees should be added to take into account the early adaptability of the organizational socialization of new employees, and at the same time, the form of training for new employees should be combined with the characteristics of the demographic variables of new employees. Strengthen the training effect tracking, can bring better new employee training effect. Hope to provide some reference to the theoretical and practical research on the effect of insurance telephone sales training.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F841.3
本文编号：2174514
[Abstract]:With the wide application of call center telephone sales in the financial and insurance industry, the scale of domestic insurance telephone sales teams has expanded rapidly. Thousands of telephone sales teams are common, and a large number of telephone sales front-line staff are recruited. So that the training of new telephone sales staff has become an important topic of concern and discussion in the industry. This paper reviews the relevant theories and current research on the evaluation of employee training effect by various scholars at home and abroad, and finds that there are few researches on the evaluation of the training effect of new employees. Evaluation of the effectiveness of new employee training involving the characteristics of telephone sales in the financial and insurance industry is even rarer. Therefore, based on the evaluation of the training effect of the new employees, this paper selects the new employees in the financial insurance telephone sales line as the research object, through the questionnaire survey, in-depth interviews, Classroom observation and other methods are used to evaluate the training effect of new employees in telephone sales of American Insurance Company. At the same time, combined with the study of the evaluation theory of training effect, this paper adopts the combination of qualitative and quantitative methods, and probes into the causes of a series of problems found in the process of evaluating the training effect of the new employees in America. Based on the systematic process analysis of training needs analysis, training program design, training implementation and training effect evaluation, the results show that the training needs of new employees in the telephone sales front line cannot be considered only from the point of view of position and company. More training needs from the perspective of new employees should be added to take into account the early adaptability of the organizational socialization of new employees, and at the same time, the form of training for new employees should be combined with the characteristics of the demographic variables of new employees. Strengthen the training effect tracking, can bring better new employee training effect. Hope to provide some reference to the theoretical and practical research on the effect of insurance telephone sales training.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F841.3
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