Optimization Research On The Performance Management Of The Shijiazhuang Call Center Of I Bank

With the rapid development of The times,the "Internet+" business model has been rapidly popularized in all walks of life,and the banking industry has begun to get rid of the traditional service model and develop to the full-time coverage of the call model.In recent years,call center has achieved relatively rapid development,but like many labor-intensive industries,call center is also facing more and more serious human resource management problems.In the operation process of a mature call center,more than half of the cost is generated by human resources,so it can be seen that a scientific performance management system is particularly important for the operation and development of the call centerIn this paper,Shijiazhuang call center of I bank as the research object,according to the idea of "find problems,analyze problems,solve problems",fully reference to the mainstream performance management theory and approach,in-depth study of the performance management of Shijiazhuang call center of I bank.Field survey method,in combination with quantitative and qualitative and normative theory method and other research methods Has been applied in the process of research.On this basis to discuss the current performance management problem of Shijiazhuang call center of I bank,mainly including specific department strategic objectives and employee performance do not contact closely,heavy examination but ignore other aspects performance management work,ignore the guiding role of performance management,etc.,then analyzes the causes of these problems at the same time,According to the Shijiazhuang call center of I bank's current performance management system is optimized,while the strategic objectives of Shijiazhuang call center of I bank are decomposed layer by layer,the performance assessment form of Shijiazhuang call center is optimized by using the balanced scorecard method(BSC),key performance indicator method(KPI),quantitative and qualitative assessment method,so as to effectively play the guiding role of performance assessment.In this way,managers can help employees improve their performance through performance guidance or feedback.After optimizing the performance management system of Shijiazhuang call center of I bank,all the performance management links,including performance implementation,performance control,performance feedback,performance appraisal and performance appraisal results,are more scientific and reasonableIn this paper,the Shijiazhuang call center of I bank to carried on the thorough analysis of performance management,based on exploring the present situation of performance management,find out the causes of the problems and issues,according to the reality of the development,proposed the performance management optimization solution,in order to improve the performance management system of Shijiazhuang call center of I bank,assist Shijiazhuang call center of I bank to raise the level of performance management,improve operational efficiency.In addition,in this paper other banking call centers can also find the performance management theory and method for reference.