Research On Optimization Of Customer Service Performance Appraisal System Of Beijing Call Center Of Bank A

In the upgrading of China's industrial structure,supporting services provided by enterprises have become their core competitiveness.Beijing telephone banking center is A customer service institution under bank A,which is responsible for business consultation,fund,precious metal trading and policy solution in Beijing and Tianjin.With the impact of the rapid development of Internet finance,the competition among commercial Banks has become increasingly fierce.Problems such as irregular work behavior,low morale and high dimission rate of the staff in the Beijing call center of bank A reflect the tension between the development strategic goal of the enterprise of bank A and the survival pressure of the enterprise.As A front-line department facing customers,the human resource assessment system of call center needs to be revised and improved urgently,otherwise it will have A negative impact on the reputation and further development of bank A.In this paper,the customer service staff in Beijing Call Center of bank A as the research object,Find out the existing problems in human resource management through research.Based on the in-depth analysis of the problems,and on the principles of fairness,justice and openness,a feasible performance appraisal system amendment plan is proposed.In this way,the staff's enthusiasm will be motivated,the work efficiency and service quality of the call center will be promoted,and the strategic objectives of the department will be realized.Firstly,this paper investigated the staff in Beijing Call Center of bank A through questionnaire survey and interview,and classified and sorted out the questionnaire results and interview records with the help of statistical analysis method,and pointed out the core problems.Secondly,the key performance indicator assessment theory,360-degree assessment theory and incentive theory are used to analyze the problems in the performance assessment system of customer service representatives of Beijing telephone banking center of bank A,and find out the real reasons behind them.Finally,based on the existing basis,this paper proposes a modification plan for the unreasonable projects,so as to improve the deficiencies of the current performance appraisal system,and finally achieve the goal of improving performance,perfecting the working mechanism,stimulating the enthusiasm,in order to improve the overall service quality.