Research On The Optimization Of A Bank Customer Service Center Performance Appraisal

In today’s society,consumers are more and more conscious of safeguarding their rights,and the requirements for professional competence,personalized needs and service experience of employees are also higher and higher.Customer service industry has become an important link to maintain the long-term relationship between enterprises and customers.To some extent,the service efficiency and quality of customer service departments determine the management ability and comprehensive strength of enterprises.With the gradual transformation of state-owned banks to joint-stock commercial banks in China,the market competition is becoming more and more fierce.Commercial banks pay more attention to customer service.They have invested a lot of manpower,material and financial resources in customer service training and improving service quality,so as to make bank customer service more quality and meticulous,and strive to achieve promotion in the market environment of serious homogeneity of banking products.Win the first prize,enhance and sustain development ability,and obtain high customer satisfaction.This paper chooses Bank A as the research object to study the performance appraisal of the customer service center of Bank A in order to improve its customer service satisfaction.This paper investigates the current situation of customer satisfaction in the customer service center of Bank A by means of questionnaire and telephone interview.The reasons why Bank A customers are not satisfied with the service of the service center are analyzed by means of telephone return visit and recording analysis.This paper analyses the current performance appraisal system and existing problems of Bank A Customer Service Center from two aspects of work efficiency and quality.Combining the key performance indicators(KPI)method,target management method and 360-degree evaluation method,this paper designs a performance evaluation optimization scheme for Bank A Customer Service Center,which can effectively improve customer satisfaction and improve staff’s service skills,methods and abilities.Mainly from four aspects to optimize: first,in customer service performance appraisal to increase customer satisfaction indicators;second,simplify the classification of customer service performance appraisal indicators;third,adjust the proportion of customer service performance appraisal indicators;fourth,enrich the feedback link of customer service performance appraisal.This optimization scheme has been tested in the customer service center of Bank A for half a year.By comparing the results of employee performance appraisal before and after the implementation of the scheme and the survey results of customer satisfaction of the customer service center of Bank A,the paper evaluates the effectiveness of the performance appraisal optimization scheme of the customer service center of Bank A in improving customer satisfaction,and puts forward the possibility of popularizing the optimization scheme to other bank customer service centers.