【摘要】：隨著呼叫中心電話銷售在金融保險(xiǎn)業(yè)的廣泛應(yīng)用,國內(nèi)保險(xiǎn)電話銷售團(tuán)隊(duì)規(guī)模迅速擴(kuò)大,上千電話銷售坐席的團(tuán)隊(duì)屢見不鮮,大量的電話銷售一線員工的招募,使得新進(jìn)電話銷售人員的培訓(xùn)成為行業(yè)關(guān)注和討論的重要話題。 本文回顧了國內(nèi)外各種學(xué)者對(duì)于員工培訓(xùn)效果評(píng)估的相關(guān)理論和現(xiàn)狀研究,發(fā)現(xiàn)他們目前對(duì)于新進(jìn)員工的培訓(xùn)效果評(píng)估研究介紹不多,涉及到金融保險(xiǎn)業(yè)電話銷售特性的新進(jìn)員工培訓(xùn)效果的評(píng)估更是罕見。 因此,本文以新進(jìn)員工培訓(xùn)效果的評(píng)估為基礎(chǔ),選定了金融保險(xiǎn)電話銷售一線新進(jìn)員工為研究對(duì)象,通過問卷調(diào)查,深入訪談,課堂觀察等方法對(duì)美亞保險(xiǎn)公司電話銷售新進(jìn)員工培訓(xùn)效果進(jìn)行評(píng)估。同時(shí),結(jié)合筆者對(duì)于培訓(xùn)效果的評(píng)估理論學(xué)習(xí),采用了定性和定量相結(jié)合的方式,就美亞新進(jìn)員工培訓(xùn)效果評(píng)估過程中發(fā)現(xiàn)的一系列問題進(jìn)行深入探討其產(chǎn)生的原因。通過對(duì)培訓(xùn)需求分析、培訓(xùn)方案設(shè)計(jì)、培訓(xùn)實(shí)施和培訓(xùn)效果評(píng)估的系統(tǒng)過程分析研究,本文結(jié)果表明：電話銷售一線新進(jìn)員工的培訓(xùn)需求不能僅從崗位和公司的角度考慮,更多的要加入新進(jìn)員工角度的培訓(xùn)需求,考慮到新進(jìn)員工組織社會(huì)化早期適應(yīng)性的情況,同時(shí),在新進(jìn)員工培訓(xùn)的形式上要結(jié)合新進(jìn)員工人口統(tǒng)計(jì)變量等特點(diǎn),加強(qiáng)培訓(xùn)效果追蹤,才能帶來更好的新進(jìn)員工培訓(xùn)效果。希望能對(duì)保險(xiǎn)電話銷售培訓(xùn)效果的理論和實(shí)踐研究提供一定的借鑒意義。
[Abstract]:With the wide application of call center telephone sales in the financial and insurance industry, the scale of domestic insurance telephone sales teams has expanded rapidly. Thousands of telephone sales teams are common, and a large number of telephone sales front-line staff are recruited. So that the training of new telephone sales staff has become an important topic of concern and discussion in the industry. This paper reviews the relevant theories and current research on the evaluation of employee training effect by various scholars at home and abroad, and finds that there are few researches on the evaluation of the training effect of new employees. Evaluation of the effectiveness of new employee training involving the characteristics of telephone sales in the financial and insurance industry is even rarer. Therefore, based on the evaluation of the training effect of the new employees, this paper selects the new employees in the financial insurance telephone sales line as the research object, through the questionnaire survey, in-depth interviews, Classroom observation and other methods are used to evaluate the training effect of new employees in telephone sales of American Insurance Company. At the same time, combined with the study of the evaluation theory of training effect, this paper adopts the combination of qualitative and quantitative methods, and probes into the causes of a series of problems found in the process of evaluating the training effect of the new employees in America. Based on the systematic process analysis of training needs analysis, training program design, training implementation and training effect evaluation, the results show that the training needs of new employees in the telephone sales front line cannot be considered only from the point of view of position and company. More training needs from the perspective of new employees should be added to take into account the early adaptability of the organizational socialization of new employees, and at the same time, the form of training for new employees should be combined with the characteristics of the demographic variables of new employees. Strengthen the training effect tracking, can bring better new employee training effect. Hope to provide some reference to the theoretical and practical research on the effect of insurance telephone sales training.
【學(xué)位授予單位】：華東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F272.92;F841.3

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