博碩士論文 etd-0610114-141218 詳細資訊


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姓名 赫淑幸(Shu-Hsing Ho) 電子郵件信箱 E-mail 資料不公開
畢業系所 高階經營碩士班(EMBA)
畢業學位 碩士(Master) 畢業時期 102學年第2學期
論文名稱(中) 人員流動率對壽險業客服中心的影響—以T人壽為例
論文名稱(英) Influence of Employee Turnover Rate on Customer Service Center in Insurance Companies – T Company as an Example
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    摘要(中) 適度的人員流動率不僅可以幫助企業或組織進行新陳代謝,避免企業或組織老化,更可以有助於提升企業或組織的經營效率。但是,流動率過高,也會對企業或組織造成衝擊。在台灣的壽險業也常遭遇到人員離職率偏高的問題,特別是負責客戶服務與諮詢的客服中心人員。雖然壽險公司了解客服中心所承擔的工作,以及客服人員對顧客滿意度與再購意願的重要影響力,但是這項議題卻相對不被受重視。對此,為了瞭解人員流動率對壽險業客服中心的影響為何,本研究將以深度訪談法來訪問壽險業的客服中心員工、部門主管,以了解可能造成員工過大的工作負荷與沉重壓力的原因,並試圖訪問部門主管與員工的意見作為本研究的建議。結果發現,
    一、 受訪主管與員工都認為客服中心是辛苦且流動率高的單位
    二、 主管與員工對於客服中心人員離職的原因看法意見相似:大多聚焦在排班因素、商品種類過多、工作壓力大、人力不足、缺乏成就感,以及同業挖角等因素。
    三、 員工與主管一致認為人員流動率偏高所產生的影響是弊多於利
    四、 主管與員工在降低離職率的建議上有共識:受訪員工所提出的十大可供降低客服中心離職率的建議為:建立體恤領導風格、建立正確工作價值、充足教育訓練資源、授權人員工作職權、培養團隊合作默契、暢通員工升遷管道、避免長期工作加班、培養工作成就感、建立留才培訓計畫、鼓勵培養良好夥伴關係。在受訪主管方面,主要可歸納為四大項,包括:工作調整、激勵員工、重新定位客服中心、人力資源訓練。
    摘要(英) In order to avoid the aging of enterprise or organization, it is necessary to have certain employees’ turnover. Moderate employee turnover rate is able to improve the managing efficiency of the enterprise or organization; however, if the turnover rate is too high, it would have adversely impact on the enterprise or organization. The life insurance industry in Taiwan often encounters the problem of high employee turnover rate, especially those employees who are responsible for customer services. Although life insurance companies fully understand the significant influence on customer services and customer satisfactions, and therefore would affect the re-purchase intentions, this issue does not take seriously. Accordingly, to understand the influence of employee turnover rate on customer service center in insurance companies, as well as sources of stress and ways to improve, this study conducts interview method to gather the responses from employees and managers in T Company. The results in this study show below.
    a) Most surveyed managers and employees believed that working in customer service center is hard and is a sector with a high turnover rate.
    b) For the reasons of high turnover rate in customer service center, there were similar point of views in managers and employees, such as scheduling agreement, various merchandise items, heavy stress, lack of manpower, without a sense of achievement, and members poaching.
    c) All managers and employees had agreed that high employee turnover rate will cause greater disadvantages than advantages.
    d) Employees proposed 10 suggestions to lower the turnover rate, which are compassionate leadership, positive work values, adequate educational training, job authorities, teamwork, job promotion, avoid overtime work, sense of achievement, employee training programs, and good partnership. On the other hand, managers recommended job turnover, employees’ encouragement, customer service center redefinition, and employees’ training.
    關鍵字(中)
  • 壽險公司
  • 客服中心
  • 流動率
  • 關鍵字(英)
  • insurance company
  • customer service center
  • turnover rate
  • 論文目次 論文審定書………………………………………………………………i
    誌謝………………………………………………………...……………ii
    中文摘要………………………………………………………...….…....iii
    英文摘要………………………………………..…………………...…...iv
    目錄………………………………………..…………………...…………v
    圖次………………………………………..…………………...…………vii
    表次………………………………………..…………………...………...viii
    第一章 緒論 1
    第一節 研究背景 1
    第二節 研究目的 3
    第三節 研究流程 4
    第二章 文獻探討 6
    第一節 人員流動率相關研究 6
    第二節 影響人員流動率相關研究 9
    第三章 研究方法 15
    第一節 研究進行步驟 15
    第二節 訪談大綱 15
    第三節 研究方法 16
    第四章 研究結果資料整理與分析 21
    第一節 員工訪談資料整理與分析 21
    第二節 主管訪談資料整理與分析 33
    第五章 結論與建議 40
    第一節 結論 40
    第二節 建議 46
    參考文獻 50
    附錄 訪談稿 57
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    口試委員
  • 劉賓陽 - 召集委員
  • 溫金豐 - 委員
  • 梁慧玫 - 指導教授
  • 黃賀 - 指導教授
  • 口試日期 2014-06-20 繳交日期 2014-07-10

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