The Research Of Voice Quality Training System Of The Call Staff In Shanxi Mobile

In today's fierce market competition, talent has become the most scarce, the most valuableresources in the enterprise, the competition has evolved into a competition of talent. Enterprises toimprove competitiveness, we must pay attention to the internal talents, therefore, the corporatehuman resources training and development in the enterprise to achieve strategic objectives in moreand more obvious, become an important means to gain competitive advantage. A large number ofstudies have shown that business-to-staff human resources training and development to improve theattitude of staff, improve staff quality and capacity, update the concept of employees as well asimprove the competitiveness of enterprises have a positive impact.The face of fierce market competition, how to more fully enhance the overall quality ofcorporate personnel to effectively increase customer satisfaction, and Shanxi Mobile gain acompetitive advantage in the new round of market competition at home and abroad, the primaryconsideration. As a communications company, Shanxi Mobile, a large part of answering to thebusiness promotion and services, call centers become an important service channel ofcommunications operators, play an increasingly important role in dealing with the ordinary courseof business. Artificial answer and quality of the reply become a customer is satisfied with thedecision is an important part, which requires the call-center employees must have excellent voiceservice skills and standards of voice quality specification.The paper first analyzes the status of Shanxi Mobile call center call the voice quality of theproblem and the cause of the problem, and the development of mobile calls, the voice quality ofstandards. Followed by large class training, small class training to race on behalf of the trainingmode, this standard shall be implemented, and finally put forward the continuous improvementprogram of the Shanxi mobile voice quality training so as to achieve continuous improvement of thepurpose of the call the voice quality of, in order to raise the Shanxi move the image in the minds ofcustomers.