Research Of The Application Of Four-colors Personality Analysts (FPA) In Call-center’s HR Management

Throughout the history of the human resource management is a exploring thehistory of the concept of human nature. With the development of history, the speedingup of the economy, as well as rich human nature theory,the concept of humanresource management and mode also in unceasing development and perfection."People-oriented", the problem of human nature is always the idea of modern humanresources management foundation. More and more enterprises in the practice ofhuman resource strategy, the awareness of employees, respect, and the demandanalysis, as the prerequisite of the implementation of human resource management.People-oriented, is objective and implementation means of the modern humanresources management. The research contents of this paper is in the call centerindustry, for example, through the character analysis theory, the human-orientedconcept in the enterprise human resource management in the project implementation,so as to promote person’s full scale war, from a person’s greatest potential, ultimatelypromote the common development of the people and organizations, to achieve thebest state of the enterprise human resources managementThe content of this research, revolves around the employee character quality, tobuild human resources management system, and help call-center to improvepersonnel utilization, to reduce staff turnover, finally realizes the enterprise operationefficiency and service quality improvement. In the course of the study, researchmethods mainly adopted are: questionnaire analysis, quantitative analysis (field scale),empirical analysis. At the end of the research, we take a company for example. Bycomparing a series of KPI indicators before and after application of FPA in employeeaspect and enterprise operation aspect, come to the conclusion: the application ofFour-color Personality Analyst (FPA) in call center’s Human Resource Managementhas a positive role to the enterprise performance and development.This research has two innovations. One is an innovation in the field of study:compared with the traditional manufacturing, services, finance, the call centerindustry research has more practical meaning and value innovation the other is the innovation of the research tools. As a character analysis tool, FPA theory is mainlyused in psychological counseling, school education and business training and otherfields, the character of color application in the field of human resource management,is also the innovation in research tool.At present, foreign and domestic study on call centre’s human resourcemanagement is rare, this paper aims to use FPA theory application, optimize callcenter system of HR management. To the most call centers in the development andchange, it has really significant meaning.