客服人員教育訓練對員工績效與組織績效的影響－以金控公司銀行為例

The Effects of CSR training on Employee Performance and Organizational Performance: For the Bank of Financial Holding Company

10.6828/KSU.2006.00031

蔡易霖

客服中心 ； 教育訓練 ； 員工績效 ； 組織績效 ； organizational performance ； call center ； training ； employee performance

崑山科技大學企業管理研究所學位論文

2006年

碩士

鄧盈嘉

繁體中文

在這強調服務的產業環境下，客服中心的出現，為企業與顧客搭起了一座橋樑。客服中心不僅帶給顧客許多的便利性，更成為企業與顧客接觸下，瞭解顧客實際需求的最佳管道。 專業的客服公司必須藉由教育訓練及特殊的訓練方式來培養訓練有素的客服人員，這些服務人員不僅具備服務的熱忱，還需要瞭解其所簽約的公司之相關產品與服務資訊，在不同的服務時段、配合不同顧客需求提供完善的服務，並致力服務品質的一致，進而提昇員工績效與組織績效。 本研究以國內金控公司旗下14家銀行的客服中心為研究對象，探討客服人員教育訓練及不同訓練方式對員工績效及組織績效的影響，採取問卷調查方式蒐集資料，並以SPSS統計分析軟體進行分析，統計分析方法以獨立樣本t檢定、單因子變異數分析、相關分析及複迴歸分析。 本研究得出教育訓練實施需注重其完整性，而且教育訓練的方式主要以角色扮演法、模擬訓練法及個案研究法對員工績效與組織績效有顯著影響。最後，也對企業未來在教育訓練方式的選擇上提供建議。

Under emphasizing the industry environment of the service, the appearance of the call center, have set up a bridge for the enterprise and customer. The call center not only brings the customer much convenience, but also become enterprises keep in touch with the customer , and find out about the best channel of customer's demand. The professional call center have to train customer service representatives(CSR) by the special training method , these customer service representatives not only have served passion, but also need to understand the related products and the service information of the company that it makes a contract.In the different service time, need to provide a perfect service with a different customer, devoted to serving quality of consistent,and then promote employee performance and organizational performance. The research for the call center of the 14 banks of financial Holding Company, explored the influence of customer service representatives to take training and different training method on employee performance and organizational performance.The research adopt the questionnaire method collection data, and analysis with the SPSS statistics, statistics analytical method included: t-test, one-way anova, correlation analysis and multiple regression analysis. The research find that training implement need to integrality, and training method have the significant effects on employee performance and organizational performance by role playing, simulation method and case study.Finally,this studty offer suggestions to enterprises on the choices of education and training menthod in the future.

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