Research On The Optimization Of Customer Service Staff Performance Management System Of China Mobile J Co.,Ltd

Performance management is an important component of human resource management,which affects the economic benefits and development strategies of enterprises.Customer service personnel,as the "gateway" for enterprises to customers,play multiple roles such as information collection,customer complaint handling,service platform,and marketing window,and require systematic and scientific management.An effective performance management system helps to improve the business level and service ability of customer service personnel.J company is a wholly-owned subsidiary of China Mobile Communications Corporation.With the development and expansion of its business,the current performance management system for customer service personnel is no longer able to adapt to new changes,which has had a negative impact on the enthusiasm of personnel.Therefore,starting from the actual situation of performance management in J companies,this article optimizes the current performance management system of customer service personnel,improves the work appearance of customer service teams by improving performance management,optimizes the allocation of human resources in J companies,and promotes the healthy development of enterprises.This article takes the performance management system of customer service personnel in J companies as the research object.Based on the current research status and related concepts and theoretical foundations at home and abroad,firstly,this article conducts research to understand the basic situation of customer service personnel in J companies;Secondly,data and materials were collected through questionnaire surveys and interviews,and the collected data and materials were analyzed.It was found that in the performance management of customer service personnel in J companies,there are problems such as unclear performance plan formulation,lack of communication during performance implementation,unreasonable performance evaluation indicators setting,and lack of performance feedback mechanisms;Once again,by combining key performance indicators assessment method,the performance management system of the J company’s customer service personnel was optimized,and an optimization plan for the performance management system was proposed,including clarifying the plan for performance management,strengthening communication in the process of performance management,optimizing various indicators of performance evaluation,and improving the appeal mechanism for performance results;Finally,the guarantee measures for integrating the performance management optimization plan of the company’s customer service personnel are proposed,including exerting the guiding role of corporate culture,increasing the attention and support of management,strengthening the participation awareness of customer service personnel,improving the supporting system of performance management,and strengthening the training of performance management system,in order to ensure the smooth operation of the above optimization plan.Through this article,the author hopes to provide relevant suggestions for optimizing the performance management system of customer service personnel in J companies,and to some extent promote the long-term development of J companies.It also provides some reference for the performance management work of customer service personnel in similar enterprises.