本文關(guān)鍵詞：Z銀行成都呼叫中心客服人員招聘體系優(yōu)化　出處：《電子科技大學》2012年碩士論文　論文類型：學位論文

  更多相關(guān)文章： 銀行 呼叫中心 客服人員 招聘體系 優(yōu)化

【摘要】：隨著企業(yè)之間競爭的加劇，大多數(shù)企業(yè)認識到服務(wù)是獲取競爭優(yōu)勢的重要手段，越來越多的企業(yè)紛紛建立呼叫中心來提升服務(wù)品質(zhì)。特別是銀行業(yè)，其呼叫中心為卡片業(yè)務(wù)的發(fā)展提供了巨大的支撐，承擔了提高客戶服務(wù)水平、維系老客戶、拓展新客戶、不斷提高客戶滿意度和忠誠度的重要職責，逐漸成為銀行卡片業(yè)務(wù)發(fā)展的基石。然而，人力資源的短缺卻在一定程度上制約著呼叫中心的發(fā)展，使得客服人員招聘成為呼叫中心目前最重要的工作之一。 Z銀行成都呼叫中心是成立于2007年的客戶服務(wù)中心，5年以來，規(guī)模不斷擴大，承擔了信用卡業(yè)務(wù)的大量客服工作。但是，由于內(nèi)外部環(huán)境的影響，其招聘工作中存在一些問題。本文以Z銀行成都呼叫中心為研究對象，通過對該中心的客服人員招聘現(xiàn)狀進行調(diào)查和研究，總結(jié)其在招聘管理工作中的不足，提出改善的對策和建議，對客服人員招聘體系進行優(yōu)化，以提高招聘工作的有效性，及時為企業(yè)選拔適合的人才，增強企業(yè)的核心競爭力，從而實現(xiàn)企業(yè)的戰(zhàn)略目標。 本文采用規(guī)范研究與實證分析的研究方法，在歸納整理招聘管理相關(guān)文獻的基礎(chǔ)上，結(jié)合人力資源管理、組織行為學、心理學等相關(guān)理論，采用案例分析、問卷調(diào)查等方法進行研究。針對Z銀行成都呼叫中心招聘中存在的問題，通過調(diào)查研究設(shè)計出客服人員招聘體系的優(yōu)化方案，從招聘規(guī)劃、人員選拔標準、招聘渠道、招聘流程、面試技巧、招聘工具等方面進行改進，同時建立面試官的準入和退出機制，加以新員工引導式培訓等配套措施，以切實提高招聘工作的效率。除了招聘體系本身的優(yōu)化外，優(yōu)化方案的實施還需要各方面的保障措施，包括領(lǐng)導層面的支持、制度的配合、用人部門的理解等，方可共同推進招聘工作的改善，使招聘管理呈現(xiàn)螺旋式提升，更好地履行職能。 本研究的最終目的在于提升銀行的服務(wù)水平，與當前商業(yè)銀行的戰(zhàn)略目標相一致，觀點較為新穎。由于目前少有關(guān)于銀行呼叫中心招聘管理的文獻，本文拓展了相關(guān)的研究領(lǐng)域，在一定程度上具有應(yīng)用創(chuàng)新。同時，本文具體探究Z銀行呼叫中心招聘體系的優(yōu)化，試圖為其他銀行招聘體系優(yōu)化提供經(jīng)驗和實證支持。
[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.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F832.3

【參考文獻】

相關(guān)期刊論文 前10條

1 吳優(yōu)福;;基于DEA的某公司人力資源規(guī)劃改進模式研究[J];決策;2010年12期

2 肖劍科;趙曙明;;國內(nèi)勝任特征研究之元分析[J];經(jīng)濟管理;2008年10期

3 毛磊;;呼叫中心人員離職原因分析與保持策略[J];經(jīng)濟研究導刊;2012年22期

4 于元香;;如何做好新員工培訓[J];人力資源管理;2010年10期

5 曹細玉;;人才招聘失效的原因分析及對策研究[J];企業(yè)經(jīng)濟;2009年06期

6 彭移風;;招聘中的隱私管理[J];人力資源;2007年17期

7 蔣艷;;提高人員招聘有效性對策[J];商場現(xiàn)代化;2008年34期

8 李靜;;呼叫中心勝任特征模型構(gòu)建的基本步驟[J];山西財經(jīng)大學學報;2008年S1期

9 薛琴;林竹;;勝任力 研究溯源與概念變遷[J];商業(yè)時代;2007年31期

10 杜曉琳;;我國呼叫中心人力資源管理面臨的四大問題及解決思路[J];中國商界(下半月);2009年08期

相關(guān)碩士學位論文 前6條

1 顏立峰;國有企業(yè)人力資源招聘人員的勝任力研究[D];河北經(jīng)貿(mào)大學;2011年

2 陳俊雄;廣信公司呼叫中心話務(wù)員招聘策略研究[D];華中科技大學;2011年

3 李鶴翹;A證券公司招聘現(xiàn)狀分析及策略研究[D];大連理工大學;2011年

4 朱海林;企業(yè)員工招聘有效性評價體系研究[D];湖南大學;2008年

5 王佳麗;基于勝任素質(zhì)模型的M公司營銷經(jīng)理招聘選拔體系設(shè)計[D];吉林大學;2009年

6 張Oz;A公司招聘體系構(gòu)建研究[D];北京郵電大學;2009年

，

本文編號：1399898