Research On Training System Of Customer Service Personnel Of Z Securities Based On Ability And Quality Model

Customer Service Center is an important window for the company to contact customers,is the forefront of service positions,the level of primary customer service staff has a directimpact on customer satisfaction with the company.And the level of service,to a large extent depends on the effectiveness of enterprise training for employees.The content of the training is designed for post and competency quality requirements,so the relevance and matching of the training is more prominent.Firstly,this paper analyzes the overall structure and personnel situation of the Customer service center,and finds that the number of employees who choose to leave their jobs due to career development reasons is the highest proportion in the analysis of the reasons for the departure of personnel.After that,the problem analysis of the current training system is carried out,and the satisfaction survey of Z Securities customer service personnel is carried out according to the way of questionnaire survey and the existing training system.The survey found that most employees find it difficult to achieve personal career development and ability enhancement in the company.Combined with the separation analysis and satisfaction survey,we can find that the Z Securities Company's customer service center lacks the training and attention of the staff's ability ability.After the problem is found,the cause of the problem is analyzed.The main reason lies in the lack of effective research and the analysis of the requirements of staff competency quality.After finding the problem and the cause,form the idea of building the whole training system.In order to make the training course more in line with the company's ability to meet the staff requirements,therefore,for Z Securities company,to build a competency model in line with the development of employees and the needs of the company,the ability classification,at the same time,in accordance with the company's ability requirements for new employees and senior staff,score requirements match.Find the ability gap between existing employee competencies and company requirements.Finally,on the basis of the ability quality model,build the training system.In the process of formally setting up the training system,the construction steps of the training system are used to find the training needs from the gap of competency quality,and the method of combining the written test with the 360 degree evaluation is used to analyze the staff capacity gap.In order to find the training needs,according to the training needs of new employees and senior staff to design training courses,the formation of training programs.Through the pilot test in the training stage of new employees,we can initially see that the way of building the training system based on the competency model can start with the characteristics of the company's employees,post needs and individual needs of employees to collect training needs,and provide a reliable source of information for the establishment of the training system.To a certain extent,improve the quality of training and training results.From the point of view of the effect of the test,it can initially show the superiority and effectiveness of the training system based on competency quality model.