Optimization On Recruitment System For Chengdu Call-center Staff Of Z Bank

With the fierce competition among the enterprises, enterprises realize that theservice is an important source to gain competitive advantage. More and more industrieshave established the call center to enhance the quality of service, especially in banking.The call center provides great support for the cards business. It improves the customerservice level, maintains old customers, develops new customers, and continuouslyimproves satisfaction and loyalty of customers. It has gradually become the cornerstoneof the development of bank card business. However, the shortage of human resources isseriously restricting the development of call center to some extent. Customer servicestaff recruitment has become one of the strategic works of call center.Z Bank Chengdu Call Center is established in2007. It has been expanding andtaking over much of the work in the bank card service in these five years. However, dueto the impact of the internal and external environment, the recruitment still has someproblems. This paper regards Z Bank Chengdu Call Center as a research object.Through investigating and researching into the current status of customer service staffrecruitment situation, this paper will sum up the shortages in the recruitmentmanagement and propose the countermeasure and the suggestion. We will try tooptimize the current recruitment system and improve the effectiveness of recruitmentwork in selecting suitable talents for the enterprise. This will enhance the corecompetitiveness of the enterprise to achieve the strategy objects.The paper adopts the research method including normative research and empiricalresearch. On the basis of reading relevant literature of recruitment management andcombination with human resource management, organizational behavior, psychologyand other related theories, this paper uses empirical research of case analysis andquestionnaire investigation. According to the current recruitment problems of Z bankChengdu Call Center, the paper has designed the optimization scheme of the recruitmentsystem of the customer service staff. It plans to improve the recruiting plan, personnelselection criteria, recruitment channel, recruitment process, interview skills, recruitmenttools and other aspects. At the same time, this paper tries to establish the interviewer’s entry and exit mechanism, and new employees’ training and other measures in order toimprove recruitment efficiency. In addition to the recruitment system optimization, theoperation of the schemes also need security measures from all aspects, includingleadership support, system cooperate and the understanding of the employingdepartment to jointly promote the recruitment work improvement.This paper’s final object is to improve the service level of banking, in line with thecurrent commercial bank strategy objects and the viewpoints are innovative. As there isseldom literature in bank call center recruitment management, this paper broadens therelevant research field with innovations to some extent. At the same time, this paper’sresearch into the optimization of Z bank Chengdu Call Center recruitment system willprovide other bank recruitment system with experience and empirical support.