The Research Of Shandong Mobile Customer Service Center Ⅱ’s Staff Satisfaction Improve Based On EAP Service

With the constant development of economy and improvement of our life, more and more people demands for the index of self-happiness and physical and mental health has become higher than ever before. However, resently, with the three-net intigration, all-aspect business competation under tele-com enviroment, terminal application varielity, increasing custom maturity of service targets, extensive use of network and multi-media in field development, and the Customer service Special features, emploee have felt great pressure that leads to low stuff satisfaction, and stuff turnover stays very high, all of this have become a havery barriey for custom service center to cultivate talents and sustainable development for our enterprise. For this reason, we start a new stuty project based on improvement of EAP stuff saticfaction, seaching for the infactor that ralates to stuff saticefaction by scintific method, inorder to improve stuff saticefaction and mental health, and to stop brain drain, inspire talent activeness, promot call center sustainable development.This paper combines theory and practice to realize combination between EAP and stuff saticefaction by deep study in theory of stuff saticefaciton, EAP theory, and relation between EAP service and stuff saticefaction, and provid theory basement. Meanwhile, through interviews and questionnaire survey method, the impact of Shandong mobile customer service center Ⅱ’s employee satisfaction factors are analyzed. Through the analysis found that the impact of employee satisfaction the main factors include four aspects. The salary welfare and treatment problems is that incentive mechanism is not perfect, compensation structure is not reasonable, reward behavior is not standard. Staff training system is not perfect, promotion channels bottleneck, employee occupation planning is not perfect, the lack of sense of occupation safety staff is employee growth and development problems. The customer pressure, work pressure, test pressure, pressure of study, innovation is low level of customer service work characteristic and condition are the main influence factors. The average age of small, female employees slants much, field staff more is customer service center staff characteristics exist the main influence factors. To effectively enhance the customer service center Ⅱ’s employee satisfaction, this paper developed a contains the core concept, action framework and process system of EAP services framework, at the same time, through the construction of team culture system, promoting the harmonious team construction, promoting the occupation development plan, promote employee occupation development, implementing welfare plan, improve the welfare and security measures, strengthen the psychological knowledge popularization, promotion psychological capital appreciation, strengthen employee communication, democratic management, focusing special staff, fully organized care and a series of EAP service measures for the formulation and implementation of the Customer Service Center Ⅱ employee satisfaction effectively upgrade.This study give out stuff saticefaction evaluation system, it is very valueable for studay in stuff saticefaction, and for the work and method to improve stuff saticefaction.