Construction And Application Research On Competency Model For BPO Employee

The aim of this paper is to explore the competency model of the BPO employee and give suggestions to BPO human resource management. The paper also discussed the competency modle by qualitative and quantitative Psychologist methods to offer a scientific method to competency modle research.The paper summarizes existing researches at first. Then, get the competencies of BPO employee by Behavioral Event Interview, job analysis, expert group discussion and open questionnaire and construct the competency model preliminarily. According to the model, the researcher designed the forecast questionnaire of BPO employee's competence. Then used the factor analysis for the preliminary questionnaire results, get the comperency model of the BPO employee and compiled the formal competency questionnaire, completed the modle validation.The results of the paper are:(1)The competency model of BPO employee consists of 7 factors: communication, achievement orientation, interpersonal interaction, organizational identification, team work, professional dedication, chariness and patient.(2)The questionnaire of BPO comperency, which designed by the researcher to inspect and verify the competency model of BPO employee was demonstrated has high reliability and validity.(3)The competency model of BPO employee is different from the Spencer's comperency model of technical expertise personal and service personal on chariness and patient, organizational identification achievement orientation professional dedication(4)Based on the difference comparison of the competency factors of BPO employee who are on different domegraphic characters, it is demontred that the comperence of BPO employee has certain effect on gender, education and department. There ane no significant differences between the speciality and background of study abroad.