Research On The Optimization Of The Training Of First-line Staff In The Call Center Of D Company

Today,when corporate competition is more manifested in the competition of human capital,the human resource training is undoubtedly an important way and means for enterprises to cultivate high-quality employees and build their core competitiveness.However,many domestic enterprises have not formed system of staff training or the developed the appropriate employee training programs are often not well implemented Therefore,the enthusiasm of employees to participate in training is not high,resulting in training often waste a lot of manpower,material and financial resources,but did not achieve the expected training effect.The research object D company is a large financial services company;its call center undertakes customer service work from all over the country.Since the call center industry is a labor-intensive industry,the general education level of practitioners is low,and the learning ability and quality are not too high.Therefore,in order to improve the overall service level of the call center to obtain better customer satisfaction,the difficulty and pressure of employee training is very large.At present,the company's call center does not have a complete training system,and there is no full-time trainer.The training content and form are also boring,and the training effect is very unsatisfactory.Based on the above problems,this paper studies a large amount of literature materials based on the previous research results on employee training system optimization and call center human resource management,through the analysis of the status quo and existing problems of the first-line staff training of the D company call center,the optimization study on training courses,training instructors,training methods,training time and training effect evaluation was completed: propose to increase customer service professional skills and office software operations and other related training courses to meet the training needs of first-line staff;conduct internal re-competition of lecturers and hire professional training instructors to improve the teaching level and teaching ability of the call center;choose a more reasonable training time,such as taking up employee rest time and providing retiring as compensation;choose more training methods to enrich the classroom atmosphere and increase training results;using the “Kirkpatrick Model” to comprehensively evaluate the training effect,the training system of the front-line employees of the call center is more reasonable and perfect.Finally,through the organization,system and incentive guarantee of training implementation,it provides favorable guarantee for the optimization of the first-line staff training system of D company call center.Due to the short development of the call center industry in China at present,there are very few relevant theories and reference books,and there are few related researches on training in this industry,there are no more worthy reference templates for call centers with training confusion.Therefore,I hope that the research results of this paper can provide reference for more research on the training system of first-line staff training in call centers.