Research On Employee Assistance Program Of NS Bank Customer Service Center From Psychological Capital Perspective

In recent years,with the rapid development of e-banking business,customer service departments that provide online services have become an important entrance for enterprises to maintain customer relations.The comprehensive service level of customer service representatives has become a key factor for enterprises to provide customers with high-quality services.With the increasing demands of customers for service quality and efficiency,the pressure on customer service representatives is also increasing,and the negative emotions are also growing.According to the call center industry survey report,there are generally low job satisfaction and high turnover rate in customer service industry.Therefore,it is necessary to take corresponding measures to alleviate the psychological problems caused by the pressure of customer service representatives,help employees improve job satisfaction,improve work enthusiasm and work performance,and ensure to provide customers with high-quality services.It is concluded that psychological capital has a positive incentive effect on individual’s attitude,behavior,performance and job satisfaction,and Employee Assistance Program(EAP)also has a significant promotion effect on psychological capital.Therefore,this paper uses EAP optimization measures to influence the influencing factors of psychological capital intervention,so as to improve the level of four dimensions of employee confidence,resilience,optimism and hope,and promote The overall psychological capital will be improved in an all-round way,so as to achieve the effective improvement of employees’ job satisfaction,enthusiasm and performance.Through the analysis of the current situation of the customer service center of NS Bank by the methods of document research and observation,it is found that the customer service representatives in the customer service center have the problems of low job satisfaction,poor working condition and the overall performance of the center.In order to further understand the causes of the problems,this paper uses the questionnaire survey method to carry out the psychological capital and influence the psychological capital of the employees in the customer service center of NS Bank.Based on the survey results,it is found that employees are in a state of low level of psychological capital and greatly influenced by pressure,social support and task complexity.Therefore,based on the results of the research,the related theoretical literature and applied research results of psychological capital and EAP at home and abroad,this paper proposes the implementation plan of EAP from three aspects of stress management,social support andtask complexity respectively,as well as the safeguard measures to ensure the sustainable development of the project.Finally,this paper hopes that this research and the proposed implementation plan can truly solve the existing problems of the staff in the customer service center of NS Bank,and play a promoting role in the transformation of the customer service center of NS Bank,and also provide reference for the implementation of the EAP in the customer service industry.