Study On The Optimization Of Training System Of Customer Service Center Of HS Bank

In recent years,with the accelerating process of financial reform in China,the macro environment to the requirement of financial service pattern and content increase year by year,the banking industry as the pillar of the financial industry to accept a huge challenge.The competition between commercial Banks is no longer limited to the competition between products and prices,and the service level also becomes the focus of competition.In this situation,the development of the banking industry is increasingly dependent on high quality talent team construction,commercial Banks,especially small and medium-sized commercial Banks need more combined with the enterprise strategy development project of cultivating human resources,strengthen staff training,so as to give full play of the role of talent value in enterprise competition.The customer service center has become the banking industry to improve customer relationship and promoting management way transformation,an important window to control service costs,maintain the customer,collect customer information,answer customer confusion,providing transaction channel role in many aspects.Based on HS bank call center as an example,the customer service center staff training system in-depth research and analysis,it hopes can the HS bank customer service center to contribute to the optimization of human resource management,improve service quality,as well as other commercial Banks to provide the reference value.At present,the service staffs of HS bank tend to be younger,with a higher proportion of new employees,less work experience and lower educational level.There is a difference between the actual situation and the enterprise's demand for human resources.Therefore,how to improve the HS bank call center personnel overall quality,realize the maximization of the value of customer service center for human capital,improve the quality of customer service center service become the primary issues to be resolved,and the employees training is the important way to solve this problem.This paper introduces the domestic and foreign academic circles about the conclusion of the training,and then analyzes the present situation of domestic bank customer service center for training,the whole domestic independent research and development of customer service center course proportion increase the flexibility,training form,"going out" and "please come in" the training mechanism of more mature.The training status of the customer service center of HS bank has the characteristics of domestic macro environment,as well as its own characteristics.After analyzing the status quo,this paper USES the questionnaire survey method and interview method to study the existing problems of the staff training system in the customer service center of HS bank.Study found that the HS bank customer service center needs analysis does not reach the designated position,training plan is not reasonable,the instability of training teachers,training evaluation mechanism is not sound,and the HS bank customer service center not combine staff training and development strategy.Through in-depth analysis,it is found that insufficient knowledge,insufficient funds and personnel investment and inadequate training system are the main causes of these problems.Based on this,this paper puts forward the idea of the training system of HS bank,which is to optimize the four elements of the training system.Need to deepen the training needs analysis,training plan and training content,at the same time and training instructor team of training effect evaluation method is optimized,and strengthen the implementation of the training system optimization,in order to ensure training optimization system be implemented smoothly,the first thing you need to improve management,improve the safeguard mechanism for training,and establish a perfect system security system and strengthen the participation incentives,through the perfect system and safeguard measures make the HS bank customer service center can give full play to the human resource value.