摘 要
近些年我国金融改革进程不断加快，宏观环境对于金融服务模式、内容等
方面的要求逐年提高，银行业作为金融行业的支柱接受了巨大的挑战。商业银
行之间的竞争不再局限于产品、价格之间的竞争，服务水平也成为竞争的焦点
在此形势下，银行业的发展越来越依赖于高素质人才队伍的建设，商业银行尤
其是中小型商业银行更需要结合企业战略制定人力资源培养方案，加强员工培
训力度，从而发挥人才价值在企业竞争中的作用。目前客户服务中心已经成为
银行业改善客户关系、推动经营方式转变、控制服务成本的重要窗口，起到维
护客户、收集客户信息、解答客户疑惑、提供交易渠道多方面的作用。本文以
HS银行客服中心为例，对其客服中心员工培训体系进行深入的研究和分析，希
望能为HS银行客服中心人力资源管理优化、服务质量提高做出贡献，同时也为
其他商业银行提供参考价值
目前HS银行客服人员中年龄趋向年轻化，且新员工占比较高，工作经验不
足，且部分人员学历水平较低。这样的实际情况与企业对于人力资源的需求之
间存在差异。因此，如何提高HS银行客服中心人员综合素质，实现客服中心人
力资本的价值最大化，提高客服中心服务质量成为首要需解决的问题，而对员
工进行培训是解决此问题的重要手段
本文首先介绍了国内外学术界有关培训的结论，之后分析了国内银行客服
中心培训的现状，整体来看国内客服中心自主研发课程比例增大、培训形式灵
活性提高、“走出去”和“请进来”的培训机制更加成熟。HS银行客服中心的
培训现状中具备国内宏观环境的特点，同时也具备自己的特征。在对现状分析
后本文之后利用问卷调查法和访谈法对HS银行客服中心员工培训体系存在的
问题进行了实例研究。研究发现HS银行客服中心存在需求分析不到位、培训计
划制定不合理、培训师资力量不稳定、培训评估机制不健全等问题，并且HS银
行客服中心未将员工培训工作与其发展战略相结合。通过深入分析发现各层级
认识不到位、资金和人员投入不足以及培训制度的不健全是造成这些问题的主
因。基于此，本文提出了HS银行培训体系的思路，即结合培训体系四要素进行
优化。需要深化培训需求分析，完善培训计划及培训内容，同时对培训效果评
估方法和培训讲师队伍进行优化，并加强培训体系优化的实施保障，为确保培
训优化体系得以顺利实施，首先需要提高管理人员认知，改善培训投入保障机
制，还要建立完善的制度保障体系并加强对参训员工的激励，通过完善的体系
以及保障措施使HS银行客服中心能够充分发挥人力资源带来的价值
关键词：客服中心；培训体系；优化
I
ABSTRACT
In recent years, with the accelerating process of financial reform in China, the
macro environment to the requirement of financial service pattern and content
increase year by year, the banking industry as the pillar of the financial industry to
accept a huge challenge. The competition between commercial Banks is no longer
limited to the competition between products and prices, and the service level also
becomes the focus of competition. In this situation, the development of the banking
industry is increasingly dependent on high quality talent team construction,
commercial Banks, especially small and medium-sized commercial Banks need
more combined with the enterprise strategy development project of cultivating
human resources, strengthen staff training, so as to give full play of the role of talent
value in enterprise competition. The customer service center has become the banking
industry to improve customer relationship and promoting management way
transformation, an important window to control service costs, maintain the customer,
collect customer information, answer customer confusion, providing transaction
channel role in many aspects. Based on HS bank call center as an example, the
customer service center staff training system in-depth research and analysis, it hopes
can the HS bank customer service center to contribute to the optimization of human
resource management, improve service quality, as well as other commercial Banks to
provide the reference value.
At present, the service staffs of HS bank tend to be younger, with a higher
proportion of new employees, less work experience and lower educational level.
There is a difference between the actual situation and the enterprise's demand for
human resources. Therefore, how to improve the HS bank call center personnel
overall quality, realize the maximization of the value of customer service center for
human capital, improve the quality of customer service center service become the
primary issues to be resolved, and the employees training is the important way to
solve this problem.
This paper introduces the domestic and foreign academic circles about the
conclusion of the training, and then analyzes the present situation of domestic bank
customer service center for training, the whole domestic independent research and
development of customer service center course proportion increase the flexibility,。