A Study On Job Burnout And Countermeasures Of Frontline Employees In Banking Credit Card Telephone Service Center

With the development of the times,more and more new service channels are emerging.As a new service channel in the banking industry,the telephone service center is gradually understood by the customers.However,due to the increase in the number of bank customers,the telephone service center is also facing tremendous pressure of service,front-line employees job burnout is also increasing.Because the telephone service center work is relatively monotonous,confidentiality,strict management,work intensity.Only by alleviating the job burnout of the front-line employees and improving their work enthusiasm,can we ensure the smooth operation of the telephone service center and provide satisfactory service to our customers.Based on the previous theoretical research on job burnout,and combining the working characteristics of the banking telephone service center,this paper uses MBI-GS scale to do a questionnaire survey on front-line employees of banking credit card telephone service center.Through statistical analysis of data,the overall situation is that more than 50% of front-line employees are above moderate burnout.And use SPSS19 to carry on the correlation statistical analysis,and explore the significant relations among each factor.The order of A bank credit card telephone service center as an example,through in-depth interviews with the survey data of deep reasons of occupation burnout of front-line staff,according to the specific problem,from the perspective of human resource management,give some countermeasures.Through the research to help enterprises accurately grasp the occupation burnout of front-line staff,more targeted to develop human resource strategy,multi-level and multi angle to alleviate the pressure on the staff,so as to enhance the management level and operation ability of enterprises.