Constructing Competency Indicator for Banking Call Center

• Main Authors: Jih-Cheng Chang, 張日政
• Other Authors: 陳達仁
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/28326628951496153582

碩士 === 國立臺灣大學 === 工業工程學研究所 === 102 === The financial industry in Taiwan has become very competitive under the environment of international and freedom. Existing companies has to establish new strategies to attract new customers. In the past, good sales development and promotion are likely to attract customers, while customer service has now also become important. As virtual banking, internet banking and mobile APP service have become rapidly popular and are managed under customer service center, financial industry realizes that “service” is not just a part of product, but also an important quality that drives sales. Nearly all companies in financial industry provide similar channels and products, same with its information system. Therefore, standards in staff will differentiate the service quality.and the service quality of staff depends on selection, training and management. This research focuses on MCDM method to establish functional indicator of banking service center, to investigate under five scopes of knowledge, skills, problem solving, communication and attitude, which the most required ability and most influential job opportunity of high-level banking executives, using Fuzzy-Delphi to establish the functional structure of required human resource. By establishing the indicators, this research aims to contribute a guideline for career learning strategy for undergraduate students, thus, creating competitive advantage for the enterprise. Based on the perspective of professional career development, this study focuses on required competency factors of customer service staff of bank, to study the consistency between the business related education of college and the required practical criteria of banking, establishing a system of index to provide the practical and theoretical point of view, as the reference of establish functional indicator of customer service staff of banking.