Research On The Staff Performance Appraisal System Of W Commercial Bank Credit Card Customer Service Center

As China’s financial reform deepening,the importance of the sustained rapid growth of economic and financial services has become increasingly prominent in recent years,Internet banking,direct banking development,the present stage from the perspective of commercial bank,it is the competitive environment from the traditional sense of the innovation of financial products and technology,gradually transition to more customer groups to provide high-quality,convenient and personalized service level.The strength of customer service can not be ignored.Especially in banking industry,the service level,comprehensive ability and service efficiency of the customer service center have great influence on the core competitiveness of the banking industry in the whole big market.At present,domestic banks pay more and more attention to the important influence of customer service in their development and operation,and at the same time,the demand for their service ability and management level is higher and higher.For this reason,this paper takes the human resource management of customer service center as an object of study,taking the credit card customer service of W commercial bank as an example,and probes into its shortcomings in performance management and the current situation of performance appraisal.Based on the principles of openness,fairness and impartiality,a practical performance appraisal system is established to motivate the staff of the customer service center,enhance the service efficiency and service level of the customer service center,and ensure the realization of the Department’s strategic goals.This paper is divided into six chapters: the first chapter,as the introduction of this paper,is mainly about the purpose and significance of the selected topics,and makes a brief overview of the research methods and contents,and introduces the achievements of performance appraisal at home and abroad.The second chapter focuses on the theoretical knowledge of performance appraisal.First,it explains the basic concepts and contents of performance appraisal,and systematically expounds the theoretical basis of performance appraisal.The third chapter is mainly to take W commercial bank as an example to study the performance assessment and existing problems of its customer service center.Mainly introduces the general situation of W commercial bank credit card customer service center,including the business scope,staff structure,and in-depth analysis of the current call center staff performance appraisal implementation,and through analyzing the results of a survey of customer service center performance evaluation status and inadequacies.The fourth chapter is the design of the main idea of the new performance appraisal program,and apply to the staff assessment,first determine the basic principles and the original design evaluation system,then determine the performance evaluation and performance appraisal cycle,to determine the performance evaluation content and performance evaluation index,then determine the performance evaluation methods based on the occupation characteristics of customer service center the clear performance appraisal model of different staff,and implement the communication,guidance and monitoring and performance evaluation of team members to strengthen in the process of the new performance appraisal system,finally the performance results are feedback,optimization and application.The fifth chapter: elaborated the new performance appraisal system improvement guarantee measure.The sixth chapter is the conclusion,the customer service center by gradually improve the performance management system,and constantly improve the performance of employees at the same time,but also to promote the continuous improvement of organizational performance,fit employees find personal occupation career with the Department of common development,so as to achieve a win-win effect.