Model Design And Application Research For Staff Competency In Shandong Mobile Customer Service Center

Nowadays, in the social background of rapid development of knowledge and economy and quickly variation of big environment, the competency-based model for corporate recruitment, matching ability, performance appraisal, compensation design and so on, has become an important development trend of modern human resources management. Essentially, the core competitiveness of one company is ultimately the competition for talent. The study on the competence model will provide an effective theoretical basis for the actual job application. With the accelerating specialized pace of operators, mobile terminals, mobile software and information for communication and telecommunications operators need the first-class services to enhance customer perception and loyalty and maintain a stable customer base to bound customers except product combination, strengthening marketing with various channels and so on, in order to achieve the purpose of promoting the sustainable development of enterprises. The carding,planning and research on the existing post competence and applying the results to performance appraisal, post selection, recruitment and training system establishment, will be beneficial to improve staff quality and enhance corporate core competitiveness.In order to achieve the wish of continuous development and expansion, we conducted surveys and interviews as key research methods combining with the original related requirements for all existing posts and did the qualitative and quantitative analysis of the results of the questionnaire. To determine the questionnaire item for human resource competency, we used open questionnaire, interviews, pre-trial and other methods. Then,we initially established the competency model of traffic and back post in customer service center using 360-degree feedback assessment and comparing analysis by the data. We also redefined, classified and detailedly described 21 important competency elements by evaluating 500 employees from the total 1500 employees in customer service center. The research on the competence model of two kinds of traffic and back posts showed that the main competency of traffic post includes the following five areas: customer-oriented,problem handling, telephone communication, marketing, promotion, career development,professional knowledge. The primarily competency features of backstage management positions include six aspects: site management, team management, connection management, event planning, problem analysis and work enhancement. The main purpose is to improve the matching of staffs and posts, reduce the cost of staff selection, enhance operational efficiency and provide data and theoretical support for talent recruitment and selection, scientific performance management and optimization of training system.