Analysis On The Causes Of Anti-Productive Work Behavior Of Call Center Staff In G Bank And The Countermeasures

Without satisfied employees there is no satisfied customer,service is self-evident importance to call center.In many studies all over the world,job satisfaction(also called employee satisfaction),as a pre-dependent variable of anti-productive work behavior,has been widely studied and confirmed that if the employee is not satisfied with the work,it will inevitably lead to the occurrence of anti-productive work behavior.With the development of China's service industry,call centers are becoming more and more closely connected with our work and life.As the call centers of the banking industry,in addition to the traditional call centers,they have the function of maintaining and enhancing the external "window" image of banks.In the event of a service accident in the call center,the first thing the outside world thinks of is that the service of a certain bank is not good,which will eventually cause serious reputation risk to the bank.Therefore,the service is fundamental to the survival of call centers.G bank call center has always attached importance to service since its establishment,and has established a good reputation among the industry and customers,but with the rapid development of business in recent years,the former operation mode and assessment method of G bank call center can not keep up with the new situation.Employees' anti-production work behavior emerges endlessly,repeatedly forbids,has caused certain influence to the G bank's external service image.This study takes the anti-production work behavior of employees in G bank call center as the theme,comprehensively understands the current situation of employees' anti-production work behavior by questionnaire,and uses spss22.0 to analyze the results of the questionnaire.At the same time,the causes of anti-production work behavior are summarized and analyzed through in-depth interviews,and the relevant solutions are finally put forward.According to the results,the anti-productive work behavior of G bank call center employees is mainly caused by the unsatisfactory factors in four aspects: work pressure,working conditions,self-actualization and interpersonal relationship.