Analyzing The Job Performance of Dispatched Workers Transferring to Regular Workers— A Case Study of Call Center in H Company

• Main Author: 應綺文
• Other Authors: 賴文祥
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/w7x79b

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 104 === 『Welcome to ○○ Customer Service Center, I am Karen, customer service represent (C.S.R.), glad to talk to you』. This cordial greeting phrase is such familiar for all customers who have contacted with customer service center. With the rise of customer awareness, not only good product’s quality but also after-sales services are the required, therefore, more and more enterprises have deeply realized and started to build support staff department and customer service center. The output value of service industry in Taiwan have already accumulated up to 70% of the national’s GDP, and 2~3 percentage growth upward each year, service industry became the main role of the economic development. Service industry has widely spread in the world, customer service act as a catalyst for the procedures of industry upgrading. In the aspect of enterprises, it would gain customer’s affirmative evaluation whether there could be professional C.S.R. who can in time clarify customer’s doubts and uncertainty after sales. But It costs enormous capital for cultivating professional staffs, only some certain large-scaled enterprise could be able to endure. Through well-designed systems, stipulating standard operation procedures (S.O.P.) to cultivating a group of excellent C.S.R. who help enterprise to organize and manage customer service center. For this reason, more and more enterprise begin to outsource the customer service business, and make the customer service industry boom. However, the outsource law draft has re-examined in recent years, many outsource C.S.R. are not qualified within the labor identity, just part-time workers swing at the gray edge of law. In this point of view, the case company C has founded subsidiary to recruit excellent staffs as official employees in order to take and fulfill corporate social responsibility. This study analyzes and evaluates the difference of key performance index from C.S.R.’s identity switch between outsource worker and official subsidiary employee by using semi-structural qualitative interviews, and the conclusion shows there is a positive rise of work key performance index.