Research On Improvement Of Compensation Incentives System For Customer Service Agent

The call center of H Company is a professional service subsidiary established specifically for H Company's consumer finance business to carry out professional risk control.Taking H Company as the research object,this research makes an in-depth analysis and research on the compensation incentives of customer service agent in the call center of H Company,aiming at the feasible optimization design of the compensation management system of the call center.By means of relevant questionnaire survey and employee interview,the compensation and compensation incentive status of customer service agent of H Company were investigated and analyzed.According to the survey,the main problems of H company in the current compensation incentive system for customer service agent include low satisfaction with the compensation of customer service agent,insignificant compensation incentive effect,and imperfect assessment system,which lead to serious loss of customer service agent and lack of cohesion of customer service team.In this reach,starting from the basic motivation theory,combined with the actual condition of H company,stick to following principles,such as company strategic idea guidance,motivation,competitive orientation,economic guidance,based on fairness,pay attention to the principle of win-win principle,for H company call center customer service agent salary system put forward suggestions on appropriate optimization research.Problems according to the present,the key way of accounting in optimizing the agent of the service performance and structure of performance appraisal and so on some specific optimization methods and measures are put forward,further optimization was studied for the assessment of compensation,strive to improve salary incentive effect,effectively arouse the enthusiasm of call center customer service personnel,and aims to improve the problems of the call center agent attrition,continue to guarantee to customers for the company to provide comprehensive high quality service,helping enterprises to consolidate and expand the market,finally realizes the company constantly improve the business performance of the enterprise.The innovation of this reach mainly lies in the effective combination of the specific business feature of the call center and the characteristics of employee,combined the strategic thinking of flexible management,put forward a more targeted call center customer service agent compensation incentive optimization suggestions.The optimized salary incentive scheme is more equitable,takes into account the different needs of different customer service personnel,takes into account the service personnel's performance and work attitude,and pays attention to the career development planning and personal ability improvement of customer service agent.Research on this reach has certain positive significance for call center industry,trying to improve the existing compensation incentive system,increasing morale and motivation of customer service agent,and improving the enterprise management level.