Research On Emotional Management Of Call Center Employees In GH Company

At present,the rapid development of domestic economy,enterprises are constantly enhancing customer service awareness,so the call center of this industry has begun a rapid development.Call center is a special industry,is an important bridge between customers and enterprises to communicate with each other,serving enterprises and customers.Call center is also present in all walks of life,the call center staff work in a special nature,need to provide 24-hour service,call center staff are relatively young,so the mood swings are relatively large,emotional management research i svery important significance.Any person’s emotions are not static,emotions may change at any time,everyone will have positive emotions and negative emotions,positive emotions can improve work efficiency,and vice versa negative emotions may bring some trouble to work,reduce work effectiveness.This paper mainly introduces the research background,the purpose of the study,the research significance and the research method,and introduces the related theories of the emotion management in the introduction part.In the second part,the author introduces the research background,The work of the central staff of the status quo of the overall analysis,mainly from the call center of the nature of the work,the staff in which the environment,the work of the pressure to discuss the three aspects;Chapter 3 questionnaire survey method GH company call center staff emotional management status Analysis,pointing out the three factors that affect the emotions,family,personal feelings and working environment,and the current situation of GH’s current emotional management mechanism analysis,expenditure of the current management mechanism of the main problems;the fourth chapter on the problem of GH company call center staff Emotional management puts forward countermeasures and suggestions,mainly from four aspects,namely,to improve the staff’s awareness of emotional management,to improve the environmental factors that affect the staffs emotions,to carry out activities that are beneficial to the health of employees and to establish a professional emotional coping mechanism.Finally,the paper summarizes and puts forward the prospect.