Evaluation And Improvement Strategy On The Working Pressure And Job Burnout Of The Call Center Of G Bank

With the rapid development of China’s banking industry in recent years, the trend of homogenization is critically increasing. So many banks shift the focus of the competition to customer service. Telephone banking is a combination of banking and call center, which makes it become an important means of maintaining customer and branding for banks. Banking call centers belong to the service sector, which has two characteristics. One is the features of banks like highly confidential, high-risk and strict service properties of zero error; the other is that it has a call center labor-intensive layout. Front-line employees are getting younger and younger ages. After day and night working with emotion all year around, they are typical high-risk groups of job burnout under the high pressure of body and mind. This will lead to a significant reduction in human resource management performance, the high rate of staff turnover, and many other problems.In this paper, studies on the frontline staff stress and burnout were carried out in the G bank call center. Firstly, this paper describes the background and significance, based on the research results of the relevant reference scholars at home and abroad; Secondly, within the G bank call center, after a depth interview on 428 front-line staff about the pressure on the status of work, the results showed that the working pressure mainly from the six aspects, including the work factors, interpersonal factors, customer factors, organize mechanisms and style, career development factors, and work-family conflict. Thirdly, when using the MBI-GS scale to make a survey to the 500 frontline staff in the G bank call center, and use the SPSS 19.0 software to analyze the relevant data deeply, we found that the burnout of the front-line staff in G Bank call center is close to the middle level. Finally, according to frontline staff stress and burnout in the G Bank call center, the article proposed solutions and countermeasures from the perspective of human resource management on both businesses and individuals.In this paper, the research results on the one hand is advantageous for the employees of G bank call center to manage emotions effectively, to keep optimistic, to realize self-motivation continuously; On the other hand, is beneficial to help employees to cultivate interest in professional initiatively, to set up correct self-assessment system, to strengthen the self-awareness of job burnout, and to seek outside help actively.