The Optimization Of Performance Management System In AC Bank Suzhou Call Center

Call center, as a rapidly developing labor and technology intensive industry, itshuman resources management problem has been increasingly widely concerned. As to amature call center, its labor cost can take up60%of the overall operation cost, or evenmore. The supervisors of multiple call centers all believed such one viewpoint: themanagement of call center is essentially the management to human. Therefore, a set ofscientific performance management system is especially important to the operation anddevelopment of call center.On the basis of referring to the mainstream theory and method of performancemanagement, this paper carried out study on the performance management problem ofAC Bank Suzhou Call Center. Through standardized theory, field investigation,qualitative and quantitative combined analysis method, this paper found the problemsand insufficiencies existed in performance management; comprehensively consideredthe development status and human resources characteristics of Suzhou Call Center; andcarried out optimization on original performance management system. Newperformance management system had made corresponding consideration on each linkincluding the implementation and control, feedback, assessment, and check resultsapplication of performance management system, which powerfully ensured thescientific nature and integrity of the scheme.Study aim of this paper: disintegrating the strategic target of Suzhou Call Centerlayer by layer; enabling the performance target of each hierarchical staff to serve for thestrategic target of the center; strengthening the guiding role of performance assessment;facilitating supervisors to better understand the strengths and shortcomings of staff; andhelping staff to improve performance through performance coaching and performancefeedback. Study meaning of this paper: Finding the existing problems and the causes throughdeeply analyzing the performance management application status of Suzhou Call Center;carrying out optimization and innovation basing on the original performancemanagement scheme until establishing new performance management system, so as tolay solid foundation for the improvement of the overall management level andperformance level of Suzhou Call Center. Meanwhile, this paper also providedbeneficial reference for the exploration and practice of banking industry call centers inperformance management.