The Study On Piecework Compensation Performance Evaluation Of DG Customer Service Center

DG Customer Service Center (hereinafter as DG CSC for short) is one of the top sixleading call centers under the well-known domestic Communications Group in China. Asthe growth of mobile internet, telecommunications enterprises are facing big challengesfrom the Internet corporations. DG CSC needs to timely adjust the strategy from service tomarketing, so as to improve the company’s competitiveness. And dinstinctly an optimizedcompensation performance system is crucial to the implementation of this strategy.This thesis focuses on integrating DG CSC’s current operation with its competitivestrategy by applying the classical compensation theory into practice, so as to optimize thecompany’s compensation system&human resources management and reach the strategictarget of marketing competition. It mainly studies three groups: Customer ServiceRepresentatives (CSR), Customer Service Team Leaders and Marketing Representatives.Based on the idea of "Problems, Analysis&Solution, by variety of research methodssuch as questionnaire, interview etc., with both qualitative and quantitative analysis, andstep-by-step empirical study, this thesis investigates problems and causes of DG CSC’scurrent performance evaluation system. By using the performance methods of KPI, TargetManagement, Balanced Scorecard, through evaluating call center sitters’ competence,comparing and testing on multiple projects, it proposes a new program which fits for thePiecework Compensation Performance system of today’s call center business. The newprogram strongly links workers’ performance to their monthly rewards, integrates shortterm&long term motivation, personal&team motivation, and applies different unit priceper piecework, to balance marketing and service, improve workers’ initiative and create afairer internal performance evaluation environment, which indirectly, leads to a strongerexternal compensation competitiveness.