方正宽带呼叫中心培训方案设计研究

发布时间：2018-06-02 08:06

本文选题：培训方案 + 呼叫中心　；参考：《吉林大学》2017年硕士论文

【摘要】：呼叫中心行业是中国发展历程中的新兴产业,近年来在国内迅猛发展,而培训是呼叫中心建立高效工作团队的一个重要手段。方正宽带呼叫中心和大多数呼叫中心一样存在着员工普遍低龄化、员工招聘难、离职率高、员工认同感低、员工职业素养低下、培训周期长、培训成本高的问题。为解决这些问题,满足方正宽带呼叫中心战略发展需求,需对其培训方案进行重新设计。本论文第一章介绍了方正宽带呼叫中心培训方案设计研究的背景与意义,阐述了研究方法与内容,并列举了其研究的理论基础与相关文献。第二章对方正宽带呼叫中心培训现状及存在问题进行了深入分析。第一节主要对方正宽带呼叫中心及其培训现状进行了介绍,详细描绘了方正宽带呼叫中心包括公司性质、企业规模、主营业务、组织架构与人员结构等情况,对方正宽带呼叫中心培训工作的现状从呼叫中心现有培训课程与培训的组织与管理进行了详细描述,并对2015年方正宽带呼叫中心培训工作数据进行了统计分析。第二节对方正宽带培训中心存在的问题从课程与管理两个层面进行了分析,课程方面主要存在问题:课程单一、在职培训不足;新员工培训周期长效果差;管理人员培训不系统。管理方面:无培训需求调研;师资力量不足;缺法培训管理与评估。结合培训工作实际情况,分析当前培训工作出现以上问题的主要原因有:培训与战略脱节;培训部门专业水平不足;受训者对培训重视度低。第三章方正宽带呼叫中心培训方案构建。第一节进行了方正宽带呼叫中心培训需求调研;第二节进行了方正宽带呼叫中心课程计划:通过优化新员工培训方案提升效率,通过对梯队人才建设的方案设计,明确管理人才培养目标与方式,通过建立通用课程培训方案,满足在职员工通用职业素质培训的需求。第三节针对培训师资选择与现场管理进行了设计,通过内训师建设方案保障培训师资的充足;第四节对方正宽带呼叫中心培训效果评估方法进行了设计。第四章为方正宽带呼叫中心培训方案的实施保障。第一节公司培训方案实施的组织保障:建立了培训管理委员会,让公司各层级各部门人员参与到培训推动工作中。第二节建立了公司培训管理制度与入职导师管理制度,为培训方案的实施提供了制度保障。通过两个方面为培训方案的顺利实施提供了保障。
[Abstract]:Call center industry is a new industry in the course of development in China. In recent years, it has developed rapidly in China, and training is an important means to establish an efficient work team in call center. Like most call centers, Fangzheng Broadband call Center has the problems of low age, difficult recruitment, high turnover rate, low employee identity, low professional accomplishment, long training cycle and high training cost. In order to solve these problems and meet the strategic development needs of Fangzheng Broadband call Center, the training scheme should be redesigned. The first chapter of this paper introduces the background and significance of the design of Fangzheng Broadband call Center training scheme, expounds the research methods and contents, and enumerates the theoretical basis and related documents of the research. The second chapter analyzes the current situation and existing problems of the training of the broadband call center. In the first section, the author introduces the main broadband call center and its training status, and describes in detail the nature of the company, the scale of the enterprise, the main business, the organizational structure and the personnel structure of Fangzheng Broadband call Center. This paper describes the current situation of the training of the call center in detail from the current training courses and the organization and management of the training in the call center, and makes a statistical analysis on the training data of the broadband call center in Fangzheng in 2015. In the second section, the problems of the other side are analyzed from the two aspects of curriculum and management. The main problems in curriculum are as follows: single curriculum, lack of on-the-job training, bad effect of long training period for new employees; Management training is not systematic. Management: no training needs investigation; lack of teachers; lack of training management and evaluation. According to the actual situation of training work, this paper analyzes the main reasons for the above problems in current training work: the disconnection between training and strategy, the lack of professional level in training department, and the low attention paid by trainees to training. The third chapter constructs the training scheme of Fangzheng Broadband call Center. The first section investigates the training needs of Fangzheng Broadband call Center. The second section carries on the curriculum plan of Fangzheng Broadband call Center: to improve efficiency through optimizing the training scheme of new employees, and to design the scheme of echelon talent construction. The aim and method of management personnel training should be clearly defined, and the general professional quality training needs of in-service staff can be met by establishing a general curriculum training program. The third section is designed for the training teacher selection and on-site management, through the internal training teacher construction program to ensure the adequacy of the training teachers; the fourth section of the other is the broadband call center training effectiveness evaluation method is designed. The fourth chapter is the implementation guarantee of Fangzheng broadband call center training program. Section 1 organizational guarantees for the implementation of corporate training programs: a training management committee has been established to involve personnel from all levels of the company in the training drive. The second section establishes the company training management system and the induction supervisor management system, which provides the system guarantee for the implementation of the training program. Through two aspects for the smooth implementation of the training program to provide a guarantee.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F626

【相似文献】