Research On W Company's Effective Performance Management Scheme For Staff In Customer Service Team

For our country,the call center is a labor-intensive and technology-intensive industry,Because of its labor-intensive and technology-intensive features,making the industry's human resources management issues more and more attention.A mature call center,which invests in human resource management costs can even account for 70%of the total investment cost.At present,most call center managers in the importance of human resources have formed a consensus,so the establishment of a scientific performance management system is particularly important.This paper collects a lot of relevant information about human resource management,through the in-depth study of performance management theory and method,combined with the development of W bank,through a variety of methods,such as questionnaires,field interviews,etc.to understand the W Bank call center first Performance management system.After analyzing its current situation,this paper analyzes the current situation of performance management of W bank by means of quantitative analysis and qualitative analysis,and finds out the shortcomings of it,and optimizes its performance management system based on the development status of the bank.The Scientific and Integrity of the Center Performance Management System.The purpose of this paper is to decompose the strategic management objectives of W Bank call center,to scientifically manage and evaluate the performance of employees so that they can better serve the strategic objectives of the bank as a whole and strengthen the guiding role of performance management.Through the scientific performance management can make managers understand the advantages and disadvantages of employees,and through performance management to employees play a certain role in stimulating,so as to enhance the performance of the entire bank,so that banks get more long-term development.The significance of this study is to explore the advantages and disadvantages of the existing performance management system by studying the various theories and combining with the development of W Bank.Depth analysis of the existing problems of the existing performance management system,and to identify the causes of these problems,targeted to put forward the corresponding solutions to the W Bank's call management performance management system to be optimized,so as to enhance the overall W Bank The performance.In addition,the discussion of call center performance management can lay a foundation for the future research,and provide some useful reference.