Improvement Research Of Call Center Staff Training System For Shen Zhen Gas Corporation Ltd.

The call center has developed more than 30 years, and the domestic call center is firstly used in telecommunication industry in the nineties; although call center has started behind the developed counties, but it has developed rapidly in recent years. As part of the enterprise value chain, call center has become to the important connection bridge between enterprise and client; also, it has due diligence and responsibility to the service for the customer as for gas utility company call center. Nevertheless, with the development for call center, it has exposed some problems especially to the quality of service with poor quality of service consciousness, backward service concepts, low level of service management, and we have concluded the quality service issues has closed related to human consciousness factor, so effective training is the most important key to enhance the quality of service. Call center as knowledge intensive and labor intensive industries,it has its own characters like high requirement of personal qualities, strong learning ability, good mental capacity; in the mean while, it also requires people to work in an intensity work environment under a low pay, high attrition rate, and a long time work. Apart from that,employees are not willing to learn, and an unstructured training plan also will result to failure training. All of these factors above have required a well structured and a standard training plan to call center training.In this paper, it has used questionnaire and interview as the measurement tool from the form of call center training, training types, training result validation, the aspirations of the employee training, the quality of trainer, and the training process to analysis of existing problems in the training of call centers. After that, base on the issues to construct the enhancement and improvement plan to Gas Company call center training system. Also, it needs to focus on the training needs analysis, training form, and training types of diversification, strengthen effect evaluation, trainer role positioning, and strict training process improvement methods and strategies are put forward. And to ensure the smooth implementation of training system,improved the corresponding protection measures are put forward through the cultural protection,system protection, organizational protection, personnel protection, and risk prevention.