Research On The Optimization Of Customer Service Representative Performance Management System Of Company J

With the massive development of Chinese economy and the more and more perfect economic system,the competition of various industries has become increasingly fierce.With the dramatic increase of the scale of Chinese enterprises,the speed of the growth and replace of various industries has also accelerated.Under this background,the promotion of the integration of the three network and the arrival of the 5G era have promoted the competition of Chinese communication industry.Facing to fierce market competition,the challenges of traditional state-owned enterprises,such as Company J,are not only from outside the companies.With the gradual establishment of the market economic system and the continuous deepening of the reform of the industrial system,during the period of the development of Company J,the weakness of the company's internal performance management gradually emerged in the market competition,and to a certain extent restricted the company's development.Performance management,as the core of human resource management,is great significance to the realization of corporate strategic goals.Company J,as a company specializing in call center business,has more than two-thirds of its employees engaged in customer service representative positions.Although Company J has established a performance management system applicable to the entire company a few years ago,the system is an actual role of the company's customer service representative did not play its due role.Campared with the company's performance management became a "hot potato" that management was reluctant to talk about,and grassroots employees had neither much nor nowhere to understand.How to enable the company's customer service representative team to establish a scientific and effective performance management system to improve the performance management level of the company's employees,thereby effectively promoting the improvement of the company's overall performance management work,has become an important stage of J's development.Problem based on the related performance management theory research and the in-depth understanding and investigation of the status of the performance management work of the customer service representative of Company J,this paper researched the performance management problems of Company J,and organizes,analyzes,and references Company J.The relevant data were collected by customer service representatives through questionnaires,interviews,etc.,combined with relevant experience and field surveys in the company's industry,and used literature survey research,comparative research,analysis and induction research methods to collect the performance management work of company J customer service representative related information,try to find the existing performance management system in the planning,implementation,feedback and other problems and propose corresponding improvement plans.In order to ensure that the improvement plan can be put into place,the end of this paper will also research how to make the performance management optimization plan effectively and play a guarantee role for Company J in the implementation process,all links are linked to form a closed loop of performance management from planning to feedback.This helps Company J customer service representative to establish a more efficient and helpful performance management system,and also provides a reference for the management and development of similar companies.