Study On Strategies To Improve Employee Satisfaction In Call Center Of DYCY Securities

With the rapid development of economy,people's living standard has been improved rapidly,and the demand for services has also been raised continuously.At the present stage,the service industry is basically an industry whose value is reflected by the service provided by employees,among which the most critical service providers are employees.If the satisfaction of employees is low in the process of work,the service quality of customers will eventually be affected.Employee satisfaction has a very important impact on the development of an enterprise.If an enterprise wants to win with service,it must pay attention to the job satisfaction of its employees.Improving employee satisfaction can activate an employee's subjective initiative,make the employee think for the enterprise,and will be more willing to provide better services to customers,so as to improve the customer satisfaction of the enterprise.Therefore,it is very necessary to study the strategies to improve employee satisfaction.As the portal of enterprise,call center is the core of enterprise service.For the call center,the staff is a very critical factor,the precious wealth of the call center is the experienced representative,the quality of the representative determines the overall service level of the call center.The main characteristics of call center work are fast update of business knowledge and great learning pressure.7* 24-hour service,high work intensity;Repeat the same work every day,with low level of innovation.To fully understand the DYCY securities companies call center employee satisfaction,in this paper,through the method of questionnaire investigation,found that employees focused on the development,working conditions,salary,benefits,employee team culture construction satisfaction is low,bring to the company the very adverse effect,four aspects including the staff turnover is high,the influence of call center operating costs,on-the-job employees working state,ultimately affects customer satisfaction.This paper adopts literature research,case analysis,questionnaire survey and other research methods,according to the problem of low employee satisfaction has carried on the detailed analysis of the causes,found that affect DYCY securities companies call center staff satisfaction problem mainly caused the incentive mechanism is not comprehensive,unreasonable salary structure,evaluation method is not perfect,training system is not sound,career advancement have bottleneck,working conditions are not ideal,team culture to strengthen,probation employee need to care.Based on the above reasons,in combination with the practical situation of the company,this paper puts forward the DYCY securities of the company's call center staff satisfaction promotion strategy,by improving the compensation system,improve working conditions,structures,promotion channels,construction of team culture from four aspects,including perfecting the incentive mechanism,adjust the salary structure and improve the assessment method,adjust performance wage base,perfect training system,set up a promotion channel,optimize the existing site,office terminal optimization,build team cohesion,takes care of people,body care probation employee 11 specific promotion measures,further improve employee satisfaction.Through the above strategies,we hope to solve the problem of employee satisfaction in the call center of DYCY securities company in a targeted and effective way.The significance of this paper for the call center of the securities industry,especially for the small call center with the number of seats under 50,facing the complicated business,how to make better use of personnel,how to better mobilize the enthusiasm of skilled employees and other issues,the analysis and improvement measures of this paper also have practical reference significance for the industry.