Performance Management Scheme Design And Implementation Of Customer Interaction Center In E Company

The "E company" we mention in this article is a joint venture in China which invested by a multinational telecommunication company. The mother company of "E company" is one of the largest telecommunication device manufacturer and suppliers, it has more than 40% market share in the filed of mobile telecommunication industry. The development strategy of the company is being the best choice of customers as service provider as well as device manufacturer and supplier. With the advanced technology, the technology and service integration and technology and marketing integration are key competence factors of "E company". Human resource is the important and basic resource of a company. To improve the service quality of a company, the most important thing is human resource management. Performance management is one of the way of doing human resource management.The customer interaction center (CIC) is the first line department to provide customer service to the customers of E company. All the customer service request are sent to CIC first before distributing to other departments and CIC acts as an interface between customer and network support service division, so the service quality of CIC has great effect on the customers' satisfaction and perception of E company.While compares to the network support service division, CIC is relatively a small department which established two years ago. All the CIC agents are non-technical staffs and there was no a well-managed performance management system for them. With the business development of...