AC银行苏州呼叫中心的绩效管理体系优化.pdf

Abstract The Optimization of Performance Management System in AC Bank Suzhou Call Center The Optimization of Performance Management System in AC Bank Suzhou Call Center Abstract Call center, as a rapidly developing labor and technology intensive industry, its human resources management problem has been increasingly widely concerned. As to a mature call center, its labor cost can take up 60% of the overall operation cost, or even more. The supervisors of multiple call