Research On Optimization Of Front-line Staff Training System Of Call Center In A Company

With the progress of science and technology,the development of the Internet,people to obtain goods and services more convenient information channels,the competition between enterprises becomes more intense,excellent enterprise core competitiveness in the fierce competition in the market to become the market leader in talent shows itself,but not the core competitiveness of enterprises will be eliminated gradually in the market game.The core competitiveness of enterprises comes from the talents of enterprises,and the training of enterprises is an important way for enterprises to obtain talents.Enterprise training for enriching the knowledge content of employees,to stimulate the enthusiasm of employees,for the development of employees of the company's ideas are of great help.Compared with foreign countries,the establishment and development of call center in China started late,but it developed rapidly.In the rapid establishment of the call center and the expansion of the enterprises only pay attention to the construction of facilities and neglect the education and training of employees,resulting in the existing training system is not perfect,imperfect training system is not conducive to enterprise employee occupation quality improvement,development of enterprises will shape the way.This paper takes the A company call center as an example,using the method of theoretical analysis and case study,the A company's call status of staff training system analysis and optimization,based on the original call center training system in A company,affirming its reasonable aspects,analyzes the deficiencies,on the basis of the optimization of the proposed A company call center staff training system.The full text is divided into six parts.The first part introduces the significance of this study,the domestic and foreign enterprise staff training status and research objectives,ideas and methods;the second part of the staff training system of theoretical basis,introduces the definition of training system,training system,content structure and related theories;analysis of the current situation of the staff training system of call center third part of A company;the fourth part puts forward A,call center staff training system optimization strategy;the fifth part describes the center line staff training system optimization and implementation of security program calls A;the sixth part is the conclusions and implications.In this study,based on the classical narrative theory and related training new training concept,the A company's call center as the research object,through the researchon the current situation of staff training,points out the existing problems in the training system,and then to the existing training system in the analysis of the problems,and to develop conduct training needs analysis and training programs using the competency theory,so as to change the past training to improve staff skills oriented to improve staff performance oriented,in the process of training content optimization based on human capital theory on the training course,A call center staff training,training evaluation,five the training system and the enterprise culture was optimized,the above optimization scheme implementation cannot do without a strong guarantee,then the implementation in hardwareSecurity,organizational security,incentive safeguard measures three aspects of optimization scheme is proposed to implement,to call the A to improve staff training system to provide guidance and promote the center line of the company call center staff training is scientific and reasonable,improve the staff's working efficiency and the enthusiasm,which is conducive to the development of enterprises.