Research On Performance Appraisal Of Call Center Staff In Liaoyang Branch Of N Radio And Television Network

Since entering the 21st century,the rapid development of science and technology not only promotes the reform and innovation of various industries,but also profoundly changes people’s lifestyle.Achievements of radio and television industry development benefit the people and constantly meet the growing cultural needs of the people.However,with the inter-cross of Internet technology,mobile clients,interactive network television(IPTV)and Internet Television(OTT)are constantly attracting cable TV users,which decreases national cable TV network revenue.At the same time,the policy of "three networks integration","provincial network integration","national one network" integration and the vigorous development of 5G technology have brought more opportunities and challenges to the cable TV industry.How to seize the opportunities and meet the challenges is an important work goal of all radio and television staff at present and in the next few years.As a local radio and television operator,N radio and television network Liaoyang Branch Company,wins a good reputation of users through high-quality services and improved adhesion of users to lay a solid foundation for the subsequent multi-service concurrency based on the accumulation of internal force in the enterprise’s own development.In this paper,the front-line call center staff performance appraisal of N radio and television network Liaoyang Branch Service was taken as the research object by using the performance appraisal theory and the method of questionnaire and in-depth interview which are combined with the enterprise status and personnel composition and other factors to analyze the problems existing in the original employee performance appraisal,and then discuss the redesign of the scheme of the performance appraisal of the enterprise call center staff.In order to ensure the successful implementation of the redesigned employee performance appraisal scheme in the call center of Liaoyang Branch of N radio and television network,the scheme has obtained the attention of the company’s senior leaders,the recognition of employees for performance appraisal,which strengthens of the company’s monitoring mechanism and internal communication.Under the promotion of the above-mentioned guarantee mechanism.the new scheme promotes the improvement of department performance by improving the performance ability of call center employees,and initially achieves the expected effect,which also lays a solid foundation for the continuous improvement of the performance appraisal system.At the same time.the research of this topic can not only provide a reference for the same industry that has the same problem of how to undertake the enterprise strategic indicators.how to mobilize the initiative of employees.and how to improve the performance and capacity of all dimensions,but also provide reference for other enterprises that want to use call center to improve enterprise efficiency.