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论文编号：	8274
作者编号：	2120132731
上传时间：	2016/6/6 13:44:52
中文题目：	Z公司呼叫中心数据监控与员工绩效管理改进研究
英文题目：	Z company call center data monitoring and employee performance management improvement research
指导老师：	安利平
中文关键字：	呼叫中心;排班管理;人员管理;数据监控
英文关键字：	call center;schedule management;personnel management;Data monitoring
中文摘要：	互联网时代的脚步已经越来越近, 经济的全球一体化浪潮已经来临,券商间的竞争已经从产品质量的竞争发展为创新速度的竞争、服务水平的竞争。证券公司已经从原本的业务多样性的竞争发展成为服务质量、服务水平的竞争，进一步提高服务质量，提高客户满意度、忠诚度，已经成为各个券商业务开展的重中之重。呼叫中心是公司软实力的一个重要体现，已经在各券商经纪业务开展的生命线上起到了至关重要的作用。 本论文针对呼叫中心运营管理中出现的问题，以Z公司呼叫中心为案例，从呼叫中心数据指标监控、排班管理、人员管理、绩效考核等方面对Z公司呼叫中心的运营管理现状进行阐述和分析，并根据排队论理论和胜任力理论建立排班管理模型和员工能力素质模型对现有运营情况做出分析和研究，通过对改进前及改进后的接通率情况包括话务强度、占用率、等待概率等指标进行对比分析，达到接通率提高的目的；通过对能力素质模型中十多项能力素养因素的细分以及对Z公司内各岗位所需能力素质的因素进行细致的划分，提出满足各个岗位的能力素质考察表，达到甄选出符合每个岗位特质的合适人员。 本论文采用理论与案例实践相结合、建立模型优化以及对比分析的论证方法，分析Z公司目前运营管理现状，从数据监控、排班管理、招聘培训、绩效考核方面通过排队论模型、胜任力角度建立模型进行优化，在解决Z公司呼叫中心排班管理、招聘培训方面上提出了行之有效的完善措施，在实际运行过程中极大的提高了人员利用率。希望通过本文不但解决Z公司目前存在的运营管理问题，也能对呼叫中心发展提供创新的思路。
英文摘要：	The pace of the Internet era has become increasingly close, the wave of global economic integration has come, the competition among brokers has been developed from the quality of the product quality of competition and innovation speed competition, service level of competition. Securities companies from the diversity of the original business competition development into the competition of service quality and service level, to further improve service quality, improve customer satisfaction and loyalty has become top priority of each brokerage business to carry out. Call center is an important embodiment of the company's soft power, has played a crucial role in the lifeline of the brokerage business development. This paper according to the call center operation management problems in Z company's call center as a case, the present condition of the operation and management of the Z company's call center from the call center data monitoring, scheduling management, personnel management, performance evaluation and other aspects of description and analysis, and according to the queuing theory and the theory of competency based scheduling management the model of employee competency model and make the analysis and research of existing operations, through the rate on improved and improved including traffic intensity, occupancy rate, waiting for the probability index analyzed, to achieve the purpose of improving the success rate; detailed through the division of more than ten ability factors in competency model segmentation and ability of the job to the Z company, proposed to meet the various positions of the quality inspection table, to Zhen Elect a suitable person who meets the quality of each job. In this paper the theory and practice of a case combination, establish a model optimization and comparative analysis of the method of demonstration, analysis of actuality of operation management of Z company, from the data monitoring and scheduling management, recruitment and training, performance appraisal through queuing theory model, competent angle force model is established to optimize, in the solution Z company call center scheduling management, recruitment and training on proposed effective measures to improve, in the actual operation of the process greatly improves the utilization rate. Hope that through this paper not only solve the Z company's current operations management problems, but also to the development of call center to provide innovative ideas.
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