A Study On Emotional Management Of Female Employees In Call Center

With the continuous development and progress of economy and technology,the customer service consciousness of enterprises has been strengthened,and the call center has been developed rapidly.Call center as a set of customer service,marketing and corporate management in one of the service window,constitute a bridge between the customer and the enterprise.In the market economy,the call center has become an important factor in the survival and development of service enterprises.After post-90s or even post-95s female employees have become the main force of the call center,the staff although a vibrant and innovative spirit,but there are also problems of mood swings,the compressive strength is weak and the mind is not mature.Person's mood is not invariable,but presents the wave shape change,thus the bad mood produces is inevitable.Positive emotional state can improve the work efficiency of the staff,to bring a positive effect on the work,while the negative low emotional state may reduce the quality of work and work efficiency.Therefore,a good job in the center of the emotional management of female employees,for the ELong travel company Hefei branch is of great significance.At present,the research on call center at home and abroad mainly focus on the business level,focus on the development of call center industry and big data mining for the study of marketing business,for the call center staff itself is not enough attention.But from the research groups,research is still lack of overall research needle for this particular group of people call center female employee emotional management perspective,so this paper writing blank can add this perspective to a certain extent.Elong is one of China's leading online travel service providers in the country with a certain degree of typicality and demonstration.The call center is the company's important business sector,from the gender proportion of female employees occupies a larger proportion,so for such a specific group of employees is new and necessary.The study identified as previous studies of less touched the call center female employees,has strong pertinence,not only broadens the research field of emotional management theory,but also provides empirical basis for the model theory in China under the background of the construction of.This paper is divided into five chapters,including:the first chapter is the introduction,mainly introduces the research background,research purpose and significance,research ideas and methods and the possible innovations;the secondchapter summarizes relevant theories,mainly defines the related concepts in this paper,and expounds the related theory of emotional management,and on the emotional management research status at home and abroad are analyzed;the third chapter ELong travel company Hefei branch call center situation and reason analysis of female employee emotion management,including the introduction of ELong travel company Hefei branch and female employee emotion management call center status,and focus on female employee emotional management state questionnaire survey;the fourth chapter ELong travel company Hefei branch to discuss the strategy of emotional management of female employees call center,mainly aimed at the above call center female employees.The thread management method,respectively,from the organizational level and individual level of female employee emotion management strategy call center are discussed;the fifth chapter is conclusion and prospect.The main conclusions of this study are summarized,and the emotional management after the call center female staff research prospects.This paper hope through the research of the emotional management of ELong travel company Hefei branch call center female employees,improve call center's emotion management ability,provide the reference for enterprise management of call center,help the Hefei branch to improve enterprise management level and work efficiency,provided staff cohesion and loyalty of the Hefei branch,to achieve the long-term development of enterprises.