Research On Performance Evaluation Of Customer Service Personnel In H Department Of ICBC Customer Service Center

The most important part of China's economic development is the development of banking industry.China's banking industry has made some progress in the new normal economic environment,including the enhancement of financial innovation ability,the improvement of business handling efficiency,and the optimization of bank service process.As an important part of China's national economy,banking industry provides an important economic source guarantee for China's economic development.ICBC,the largest commercial bank in China,has maintained a leading position at home and abroad.95588 hotline is also familiar to us,as the ICBC telephone service hotline,no matter when and where we call 95588 hotline,we can experience comprehensive,enthusiastic,efficient and safe service.As the only official consulting hotline of ICBC,the performance evaluation system of customer service staff is directly related to employees' work enthusiasm,and there are few relevant studies.Therefore,this paper chooses this topic to evaluate and analyze the performance of customer service staff of ICBC.In this paper,based on the relevant theories of performance management,choose the ICBC telephone customer service department as the research object,combined with the development goals and current situation of ICBC customer service industry,and using the basic idea and method of balanced scorecard,the performance evaluation index system of customer service department is constructed and tested,which provides a new way to strengthen the internal management of the department and improve the performance evaluation level of customer service.This paper mainly includes the following contents:First of all,based on the current domestic and foreign relevant literature,the concepts related to telephone customer service personnel and performance were clarified,and the feasibility of the idea and method of balanced scorecard in customer service performance evaluation was analyzed;Then,by analyzing the development goals of the department and the current performance evaluation system,it was found that there were problems in the performance evaluation of the customer service department,such as single service index as the main assessment content,unreasonable evaluation index setting,and lack of feedback in the evaluation process.Then,a set of performance evaluation system based on balanced scorecard is designed,and each index and its weight distribution are clarified through the analytic hierarchy process,thus a perfect performance evaluation system is obtained.