Competency Model Of Operators In SDMCC

In recent years, during the rapid development of the Mobile telecommunication industry, SDMCC is continuously growing. The requirements to support the functions of its HR systems become much higher because of its rapid expansion in business and custom scale. The operators of the call center 10086, as the most important service window of SDMCC, connect the customers closely with the telecom operators, which will strongly influence the customers' satisfaction and loyalty through their competence and their quality of service.Competency research began in the early 1970's in U.S.A. Most of researchers agree that competencies are the underlying traits or characteristics that benefit high job performance. This research employs a questionnaire method to explore the competencies of operators of 10086 in SDMCC empirically. Through both academic and empirical methods, we build up a competency model including critical competencies. This research also builds up a human resources management system based on the model in mobile telecom industry of China.The self-constructed competency behavioral questionnaire is employed to investigate the competency structure of operators' competency model in the mobile telecom industry. Through investigating nearly 500 respondents of Jinan and Qingdao branch of SDMCC, six competencies are identified which are customer oriented, communication abilities, learning abilities, details oriented, analysis and problem solution abilities, and anti-pressures abilities. According to the results and findings, this paper lists the operators' competencies as a reference for the HR practitioners and researchers. Analyzing population variables such as educations and work experience, we find that the customer oriented abilities, learning abilities and anti-pressure abilities of the well-educated operators were well improved in their college time, and at the same time, education also benefited the comprehension to the above questions. We also find that customer service oriented abilities are increased the longer the employee has worked. The results and findings in this research are helpful to the HR affairs related to operators of 10086 in SDMCC, including recruitment and selection, training and development, performance management and career development planning. And for the strong commonness that exists in the organization and management of call centers, the finds of this research can also provide references to the other operators on HR affairs.