Kpi Performance Management Is Implemented In The Application Of A Mobile Customer Service Center

With the economic globalization, foreign capital and techniques began to flow into China in a large-scale and competition among Chinese enterprises is increasingly fierce. Enterprises have to explore the management methods of increasing organizational performance constantly in order to improve their own abilities of competition and adaptation. Performance management has been widely used in enterprises of western countries, while it just started to be used in China and enterprises that have managed to build the performance management system are really rare.Aiming at this issue and combining a project done in a consultation company on building the performance management system for a customer service center, how to utilize overseas advanced performance management to build a management that adapts to local enterprises has been discussed under the direction of modern performance management philosophy. The research in this paper can help to recognize all-around organizational performance and be used for reference by other call centers to build a performance management system.The conception and the development trend in China of call center were briefly introduced firstly in this paper, as well as the characteristics of human resource; Secondly, the exploration on conception, theories and practice of performance and performance management was estimated and discussion on management of Key Performance Indicators(KPI) was made; in the last part of paper, how to build the performance management system by using KPI in the customer service center(call center) was introduced in detail with specific cases.