Construction Of Competency Model Of Front-line Employees In ASTP Customer Service Center And Its Application In New Employee Training

With the increasing expansion of the functions of the customer service center,the requirements for front-line employees are becoming higher and higher.Front line employees need to skillfully use all kinds of business systems,have good communication skills and business level,maintain efficient and accurate handling of all kinds of customer affairs,and also need to bear customer dissatisfaction and complaints.Therefore,the pressure on frontline employees is large,resulting in a large loss of personnel,and the training of new employees has become the norm.Establishing the competency model of front-line employees in the customer service center and applying it to the training of new employees will help to improve the competency of employees and reduce the work pressure of new employees.For ASTP customer service center,there is still a certain gap between the business indicators and job requirements of new frontline employees after taking up their posts.Therefore,the training of new frontline employees needs to be improved.This thesis takes the front-line new employees of ASTP customer service center as the research object,applies the competency model of front-line employees to the new employee training,analyzes the shortcomings in the front-line new employee training of the customer service center,and puts forward improvement countermeasures.Firstly,it analyzes the theory and literature related to competency model and training.Secondly,it refines the job elements of front-line employees,and constructs the competency model of front-line employees by using behavior event interview.Ten competency element models of front-line employees in three dimensions of professional quality,professional skills and customer relationship ability are established.Third,conduct a questionnaire survey on the training of new employees,and summarize the deficiencies and reasons in the training of front-line new employees in ASTP customer service center.Fourth,through the shortcomings and reasons of training,this thesis puts forward operable corresponding optimization strategies from the aspects of training demand analysis,design of training system,optimization of curriculum,optimization of training methods and forms,optimization and adjustment of training teachers and evaluation of training effect,so as to effectively improve the post competency of new employees.The research of this thesis has certain practical value for improving the competency model of front-line employees in ASTP customer service center and improving the competency of front-line new employees through training.It also provides a reference for new employee training in other similar customer service centers.