在人力资源管理六个体系中，拥有一个良好的薪酬福利体系，是吸
引员工、激励员工、发展与留住人才有力武器。对于国内移动通信运营
商来说，制定一套公平、公正、合理的薪酬福利体系,不仅让员工获得成
就感，激励员工不断提升业绩水平，更帮助企业经营战略目标的实现。
本文以 J 公司客户服务中心客服代表为研究对象,首先论述了研究
背景及意义,陈述了薪酬管理、薪酬体系、薪酬设计等基本理论；其次，
介绍了 J 公司客户服务中心概况和薪酬体系现状，并分析了现有客服代
表薪酬体系存在的问题和产生这些问题的原因；再次，结合 J 公司客户
服务中心的发展以及当地市场运营情况对客服代表现有薪酬体系进行了
改进设计,使新薪酬体系能更好地体现公平性、积极性、激励性；最后，
总结了实施成效并对实施过程中进行了相应的措施保障，包括客户服务
中心的话务量控制、薪酬展示系统的构建、员工培训制度的完善等方面。
本文综合运用了职位价值评价、马斯洛需求理论、期望理论、公平
理论等多种理论与方法，薪酬方案的优化设计对国内同行业具有参考借
鉴作用。
关键词：通信公司；客户服务中心；薪酬管理
Abstract
Management guru Peter Drucker said: Corporate management is ultimately the
management of people, and people management is synonymous with business
management. With the development of society and economy, people as a factor of
production in the enterprise as a whole the national economy is becoming more and more
important as the role of human resources in the enterprise is also growing dramatically,
becoming the core of business operations, its level of management has become the key to
business success or failure in the competition.
In the six system of human resource management, have a good salary and welfare
system, is to attract, motivate and retain talent development staff, a powerful weapon. For
the domestic mobile operators, establish a fair, just, reasonable salary and welfare system,
not only let the staff a sense of achievement, to motivate employees to improve
performance, achieve more help corporate strategy.
In this paper, J Customer Service Center Customer Service Representative for the
study, first discusses the background and significance, stating the salary management,
basic theory compensation system, compensation design, etc; secondly, J describes the
status of the customer service center profiles and salary system, and analyzes the existing
salary system customer service representative the problems and causes of these problems;
again, combining J company customer service center's development strategy and market
conditions for customer service representatives to improve the salary system was designed
so that the new pay system better embodies fairness, motivation, incentive. Finally, the
implementation and effectiveness of the implementation process to predict and appropriate
measures to protect, including customer service center traffic control, build salaries
display system, to mention improve other aspects of superior training system.
This paper uses a post value evaluation, Maslow's theory, expect a variety of theories
and methods of the theory, equity theory, put the case to optimize the design of the
remuneration of the domestic industry as a reference.
Keywords：
Communications， Customer Service Center，Salary Management
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