The Research On Incentive Mechanism For The Staff Of Hunan Mobile Customer Service Center

The customer service center of Hunan MCC (Mobile Communication Cooperation) is experiencing the change of being a traditional service oriented center to a customer oriented hub. In order to survive in this increasingly competitive market place, coping with the dramatic strategy shifts, and build a strong customer oriented brand,"people" are considered to be the core asset and determining factor. Thus, the management of staff incentive mechanism becomes an essential issue on the list of Hunan MCC human resource center.Incentive mechanism is a se t of system to stimulate employee’s enthusiasm, initiative and creativity. This article intends to analyze the problem of incentive system in Hunan Mobile customer service center, and supply the improvement measures to stimulate the working enthusiasm of the staff, which also can develop the service transformation of the customers centre service. The current incentive mechanism problems of the human mobile customers center service are the followings: the full implementation of the objectives of management which lead to a large degree of pure "target" incentive; incentive policies difficult to place, relatively simple incentives; it is necessary to consider the efficiency of staff involved and the workload of staff job satisfaction of the arrangements; customer service center employee performance and satisfaction of a win-win problem. To solve these problems, according to the company’s development strategy, our company’s incentive to do the following optimization:Improved compensation design; to improve career planning and incentive mechanisms; improve the structure of the training system; further improve the Employee Assistance Program; create a more favorable work environment; focus on team knowledge sharing.In order to improve the implementation of the above Incentives, it need to provide a range of security measures, including access to the support of senior management, establishment of incentives to implement the organizational security system, clear all levels of managers and staff in the performance management role, performance management information and training to carry out strict implementation of performance appraisal system.