Research On Performance Management Of Call Center Of T City Radio And Television Network Co.,Ltd

With the rapid development of the Internet era,Internet TV,network set-top boxes and smart TVs have broken the monopoly of broadcasting and television networks and quickly occupied the market.The broadcasting and television network faces all-round transformation and further reform.As the communication link between the broadcasting network and the users,the call-center becomes increasingly prominent in the modern competition centered on customers.However,due to historical reasons,the performance management system lag has seriously affected the performance of the call-center,which has restricted the long-term development of the broadcasting and television network company.Based on the more systematic research on performance management theory,combining with current situation of the call-center of T-city Radio and Television Network Co.,Ltd,this thesis,applying balanced scorecard,literature analysis,questionnaire method,interview and consultation method,analytic hierarchy process and other research methods,studies the status quo of call-center performance management.It finds out the insufficiencies of the performance management of call-center while indicates the necessity and significance of applying balanced scorecard to design a performance management project.The thesis also proposes a new performance management project in accordance with balanced scorecard and then analyzes the effect.Some conclusions through the study are as follows:there are some problems existing in the performance management project of the call-center.The assessment indicator of performance management is not comprehensive enough and properly.The subsequent application of the consequence from the performance management is insufficient.The processing normalization of the performance management remains to be improved.Above the questions quoted,the thesis,in line with the design of balanced card of the call-center customer service staff performance management,studies multiple indicators of finance,customers,internal business processes,and employee learning and growth.It also presents piecework performance management and performance assessment system based on the balanced card and key performance indicator.The new project could can greatly improve the employees’ working efficiency and quality of call-center.That is how conforms the development of call-center to the company ’ s strategy to enhance the company’s core competitiveness.This thesis gives full play to the role in providing guidance for the further reform of the call center’s performance management system,and offers references for the construction and improvement of relevant management systems of other companies in the industry.