Incentive Optimization For Call Center Employees In T Company

Theory circle and practice circle have agreed on the point that incentive for employees is a significant component of human resource management and the whole management.The advent of Internet Age witnesses an increasing fierce competition in the market.More and more enterprises have begun to experience a strategic shift,like the one from a product-centered pattern to a customer-centered pattern,to win and maintain an advantage in competition,thus having a better condition for survival and development.Various kinds of call centers have come into being.The employees in call centers,because of the particularity of the profession,encounter some real problems,like heavy stress from work,inferior social identity,poor sense of achievement in work,restriction on career development,etc.As a result,the phenomena of low enthusiasm,loss of employers,and reduction in service quality exert a negative influence on the development of enterprises.Therefore,it is urgent for the department of human resources in call center enterprises to adopt more effective measures to manage and motivate employees.T Company,a professional company based on business operators' data source,offering various banks,financial consumption companies,Internet finance,etc.professional risk control service.The paper investigates the issue of incentive for employees in call center of T Company to seek the feasible approach to optimization mechanism.It finds out the following main problems by means of questionnaire,interview,etc.,like imperfect salary appraisal system,fewer channels in career development,lack of construction in employee training system,and poor group congeniality.On the basis of incentive theory and practical situation of the company,and under the guidance of fairness,differentiation and win-win principles,it tries to optimize incentive mechanism in call center of T Company with several concrete measures,like improving salary structure,optimizing the channels of employees' career development,ameliorating employees' training system and procedure,heightening enterprises' culture construction,etc.to satisfy employees' needs at different levels and reduce loss of employees.Consequently,employees are motivated to take initiative to offer customers high quality services,help enterprises win customers and market,and improve enterprises' performance.The research is originative in proposing the coping design program for incentive mechanism according to service nature and employees' features of calling center,and the thought of flexible management.The optimized program may offer more humanitarian approaches to considering employees' different requirements,attitude and dedication to the job besides work performance,and attaching more importance to employees' lasting development and ability promotion.It is helpful for enterprises to revise their present incentive system,improve employees' initiative,and heighten enterprises' management level.