Improvement Research Of Call Center Staff Training System For HN12320

In December 2005,the National Health Commission(Former Ministry of health)decided to use 12320 as a service line for public health established by the government.In recent years,as the people’s demand for health services has increased,the requirements for service levels have gradually increased.Especially after the COVID-19 since 2020,the 12320 call centers in all provinces and cities across the country have gained higher public awareness,and the number of calls has increased rapidly.Since its inception in 2008,the HN12320 call center has actively accepted public complaints about public and private medical institutions and public health emergencies,reports on health emergency response,opinions and suggestions on public health work.It created the exchange and interactive platform between the healthcare industry and the public and initially established a service mechanism for mass supervision.In order to meet the needs of the masses,the relocation and expansion of HN12320 call center was completed at the beginning of 2020,and the staff of the call center was also increased in time,but the staff training level was not effectively improved.Without high-quality employee training,high-quality service is impossible;At the same time,the service level will decline,the satisfaction of callers will decline,and the psychological pressure of employees will rise.The call centers generally have the characteristics of low salary,long working hours,high pressure,and requirements for real-time problem solving;In call centers,employees should have high knowledge reserves,the strong ability and skills to communicate,stable psychological status,and self-emotion in effectively regulating;therefore,call centers need to pay more attention to employee training.This paper reviews and summarizes the training related theories and applies them to the specific case of HN12320 call center employee training system improvement.Through the use of questionnaires and interviews,this paper deeply analyzes the problems existing in the training of HN12320 call center employees and their causes from the aspects of call center training courses,training instructors,training methods and effect evaluation.At present,there are some problems in HN12320 call center,such as unsystematic training courses,insufficient allocation of professional instructors,single and rigid training methods,and lack of evaluation of training effects.In response to the problems found in the analysis,this article has improved and optimized the employee training system of the HN12320 call center.Firstly,this paper analyzes the training needs from the three aspects of organization,work and employees,and defines the training content.Secondly,it puts forward four optimization measures,such as optimizing course design,selecting professional lecturers,enriching training forms and strengthening effect evaluation,to improve the staff training system of HN12320 call center.Finally,through the strict training process,improve the process control,improve the standard,and clarify the work responsibility.In order to ensure the smooth implementation of improvement measures,this article provides assurances from five aspects: culture,system,organization,personnel,and risk prevention,so as to help the HN12320 call center build a relatively scientific and standardized training system.The research content of this paper has certain research value for enriching the theoretical system of call center staff training and enhancing the applicability of the theory;The research results have a good practical value for improving the ability of HN12320 call center employees and the service level of the call center,and also have a certain reference significance for promoting the development of 12320 call center employee training system in other parts of the country.