The Research On The Incentive Problems And Countermeasures Of The Agent Of CL Shandong Call Center

Nowadays,the market has become better and better, while enterprises’attention on service quality is also increasing. Today, consumers pay more attention in products services during their consumptions. The service of an enterprise relates to not only its production, but also its survival.In this paper, a combination of theoretical research and empirical analysis was used.The agent of CL Shandong Call Center (CLSDCC) represents as research object. Information was collected through interviews and observation. By analyzing status of CLSDCC’s incentive system and method, referring to basic theories like the theory of encouragement and the employee satisfaction theory, and using incentive system design, to research on how to design an efficient incentive program for CLSDCC. The incentive program should based on the business strategy of CL Shandong and be specific to CLSDCC.This paper is divided into five chapters. Chapter1is introduction thestudy’s background, meaning,object and main innovative points, and also its research methods and the main content. Chapter2is a general summery of works on incentive theory and employee satisfaction theory. It will explain the theoretical importance of motivating agents of CLSDCC by the integrated use of Maslow’s hierarchy of needs theory, Herzberg’s two-factor theory, Vroom’s expectancy theory, and Adams’Equity Theory and employee satisfaction theory.In Chapter3,work and status of CLSDCC will be discussed along with its development process and organizational structure. Factors that may affect the motivations of the agents will be analyzed and its negative impact will be showed. This could build the foundation for the designing of the incentive program. Chapter4suggests a new incentive program for CLSDCC, the program’s design principles and the overall design ideas will be proposed, which combines material incentives and mental stimulation,to create multi-level and differential incentives.A feasible incentive program should be consistent to CLSDCC’s actual situation. Chapter5is the conclusion and outlook of this essay. It will summarize the relevant conclusions of this article and point out questions that might require further study.