Research On The Re - Design Of Incentive Mechanism Of Employee In CN Call Center

With market competition increasing, the importance of customer service have become increasingly prominent, various types of call centers rise in response to the emerging needs, which obviously promoted the development of the call center industry in China. Call Center is not only a knowledge and technology-intensive industry, but also a labor-intensive one. To enhance human resource management is an important subject faced by Call Centers. The core of human resource management is realizing the capitalization of human resource and maximizing the value of human capital. If enterprises would like to give full play to the initiative of employees, and improve their personal innovation, they should consider setting up a series of effective mechanisms. CN call center is a public service window of the CN institution; and its service quality level is directly bounded with the establishment of public impression, and the enforcement of policies. At present, it is urgent for CN call center to set up a fair, reasonable and effective incentive mechanism for customer service staff. The essay views from the current situation of incentive mechanism and needs of staff, conducts a research of the problems in incentive mechanism, and identifies what is the most needed to upgrade, and provide solutions to these problems respectively. The essay research does not only play a certain role in reference and beneficial in improving CN call center incentive mechanisms, but also has theoretical significance and practical value for human resources development and management in related industries.The structure of the essay is arranged as follows:part one mainly introduces the research background, significance, design and method, analyzing and summarizing the domestic and oversea research in the related area. Part two presents the theoretical basis of related concepts and analysis. Part three investigates and analyzes the current situation of incentive mechanism in CN call center from four aspects-compensation system, training system, promotion assessment system, and spiritual incentive system, exploring the problem and cause of formation. Part four carries out an optimized design of CN call center incentive mechanism, proposing that redesigning incentive mechanism should help employees find the career development direction and see their own value, meeting requirements of employees in different levels and make them transit to a higher service level. Finally, it will achieve aims including employees realizing their own value, high recognition of organization in which one works, employees enthusiasm fully motivated, work efficiency promoted, and deliver better services. In addition, the essay put forward strategy and suggestion on how to guarantee the new plan implemented. Part five gives a simple conclusion of the essay and prospects this topic in future studies.