Research On The Improvement Of New Agent's Kpi In A Bank Call Center

The concept of call center is introduced in our country for about 20 years.Now,Call centers have gradually spread across industries.Banking is one of the first industries to apply call centers.And call centers have become an essential part of banking.In our country,the research on call center has focused on technological progress.There're few studies for call center management,especially the agent service representative in call management.The daily management of agent mainly relied on the experience of administrators with other industry.However,there's no perfect call center agent management theory.With the high turnover of agent and the long training period,how can let new agent to adapt to the work in a call center as soon as possible is an important means to maintain a steady development of the call center.In this paper,in reference to the basis of research results of organizational behavior and communication management,etc.use the method of literature research as well as the combination of theory and case.Taking A bank call center as an example,analyzes the problems in the evaluation of new agent's KPI from two aspects.One is data comparing,the other is business processing ability.And then analyze the causes of problem.Design a scheme for the existing problems to improve the KPI of new agent.There are six measures including: 1.Adjust the existing KPI evaluation strategy;2.Set up characteristic mode for the new agent;3.Improve the professional knowledge and skills;4.Add new position training course;5.Adjust the incentive system;6.Strengthen the organizational culture and strengthen group cohesion.Finally,evaluate the effectiveness of the scheme and summed up the experience.Many new agents are added to A bank call center every year since which is established.So this paper summarizes the experience of A bank call center in the KPI of new agent.It provides a basis and new method for the management of new agent for A bank call center.It also provides reference for the continuous management of new agent in other call centers,and provides an idea for the smooth operation of the call center industry.