Research On Airline Customer Service Agent Recruitment Based On Competency Model

Research of competency can distinguish the features between high and ordinary performance.As developing,competency model for application starts to appear.In order to complete the work successfully or achieve high performance,competency model requires the incumbent possessing a series of competency elements,including motive,personality and moral character,social role,skills and so on.Competency model is a unified framework which can be applied to selection and evaluation,performance management,career development and other HRs systems for further development.It will make the highest contribution to HR management to apply competency model from the beginning of recruitment.However,domestic airlines customer service industry is facing a main problem,which is the lack of scientific selection and evaluation system of training.Meanwhile foreign researches are not well matched due to communication and culture difference.Therefore,there are many problems in staff selection.The air transportation industry is undergoing transformation and upgrading.As the result,the air transportation service also needs to improve management level and talent management,which is as a partial of air transportation industry.As to S company,we must adopt effective HRs management methods,reduce operating costs,implement accurate management of internal modules,and implement reforming for changes ahead to cope with competition.In particular,talent competition can only be used to enter the queue of specialized companies.This desertion examines the relevant research literature on competency research and competency recruitment,and uses the phenomenon-causative method to analyse the problems in the talent management of enterprise.Under the background that the company's future development still can't get rid of the current problems,it uses research on job advertisements.The theory of work behaviour interviews conducts tests on competency-based recruitment.There are mainly findings as follows:First,the development of call centre in the past 10 years went through from easy acquiring of out-sourcing to fierce competition in the industry,companies must adopt effective management approaches to improve their management level,or lead in technology to improve service efficiency,or improve the quality of employees to increase customer satisfaction,so as to conquer being-cheap image.Low cost operation is a fact that cannot be changed.However,the service of the call centre is mainly provided by employees.It is not possible to focus on the lower cost but ignore talent management.The quality of employees must be emphasized.Second,the position of call centre customer service agent has serious liquidity,both large-scale entry into the industry,and large-scape graduates or interns continually quitting this industry.Some organizations arranged them to the first-line positions in the call centre at a packaged number,which promoted the development of enterprises and alleviated the shortage of human resources.However,they were ineffective for the recognition and management of graduates(interns).To deepen the understanding of graduates,and to strengthen the awareness of the recruitment of jobs,to provide companies with considered factors for other regulations.Third,the competency research has brought positive influence to the talent management of the company.1)the company adopts effective procedures to establish a competency model and build the foundation for solving the talent management dilemma.2)in terms of capacity and quality structure,attract talents and effective choices from the source.3)the training is based on the competency model,so that the direction of training is accurate and the quality of personnel is more consistent.Fourth,the establishment and use of the competency model revealed the lack of control of the relevant personnel.In the future,a more effective competency model and operation method must be created in the form of a business partner and a combination of empowerment and empowerment.The Application of competency model to HR management is still at learning stage,there is still more for further research.Researches to other aspects of S such as talented personnel development will proceed on the basis of this research and find out solutions for further development.Also the others in same industry would get reference from creating of competency model and application of S company.