随着经济的快速发展，人们的生活水平迅速提升，对服务的要求也不断提高。 服务业现阶段基本上是通过员工提供服务来体现价值的行业，其中最关键的服务 提供者是员工，在工作的过程中如果员工的满意度低下，会最终影响客户的服务 质量。员工的满意度对一个企业的发展有着非常重要的影响，企业想要以服务取 胜，就一定要关注自己员工的工作满意度。提高员工的满意度，可以激活一个员 工的主观能动性，使员工处处为企业着想，也会更乐意提供更好的服务给客户， 从而使企业的客户满意度提高。由此可见，提升员工满意度的策略研究是非常必 要的。 呼叫中心作为企业的门户，是企业服务客户的核心。对于呼叫中心来说，员 工是非常关键的因素，呼叫中心宝贵的财富是有丰富经验的坐席代表，坐席代表 的素质决定了呼叫中心的整体服务水平。呼叫中心工作的特点主要是业务知识更 新快，学习压力大；7*24小时服务，工作强度高；每天重复同样的工作，创新 程度低等。为充分了解DYCY证券公司呼叫中心员工的满意度，本论文通过问卷 调查表的方法进行调查，发现员工集中在薪酬福利、员工发展、工作条件、团队 文化建设等方面满意度较低，给公司带来了四方面非常不利的影响，包括员工流 失率高、影响呼叫中心的运营成本、影响在岗员工工作状态、最终影响客户的满 意度。 本论文采用文献研究法、案例分析法、问卷调查法等研究方法，根据员工满 意度低的问题进行了具体原因分析，发现影响DYCY证券公司呼叫中心员工满意 度问题的原因主要有激励机制不全面、薪资结构不合理、考核方法不健全、培训 体制不健全、职业晋升有瓶颈、工作条件不理想、团队文化要加强、试用期员工 需关怀。基于上述原因，结合公司实际情况，本论文提出了DYCY证券公司呼叫 中心员工满意度的提升策略，通过完善薪酬体系、改善工作条件、搭建晋升通道、 建设团队文化四个方面，其中包括完善激励机制、调整薪酬结构、健全考核方法、 调整绩效工资基数、健全培训体制、搭建晋升通道、优化现有场地、办公终端优 化、建设团队凝聚力、关心员工身体、关怀试用期员工11个具体提升措施，进 一步提高员工满意度。通过以上的策略，希望可以针对性地、有效地解决DYCY 证券公司呼叫中心员工的满意度的问题。 本论文对于证券行业呼叫中心的意义，尤其对坐席数目在50以下的小型呼 II 叫中心，面对业务繁杂，人员如何更好利用，业务熟练员工如何更好的调动积极 性等问题，本论文的分析、提升措施对行业也有着实际的借鉴意义。 关键词：证券公司 呼叫中心 员工满意度 提升策略 III Abstract With the rapid development of economy, people's living standard has been improved rapidly, and the demand for services has also been raised continuously. At the present stage, the service industry is basically an industry whose value is reflected by the service provided by employees, among which the most critical service providers are employees. If the satisfaction of employees is low in the process of work, the service quality of customers will eventually be affected. Employee satisfaction has a very important impact on the development of an enterprise. If an enterprise wants to win with service, it must pay attention to the job satisfaction of its employees. Improving employee satisfaction can activate an employee's subjective initiative, make the employee think for the enterprise, and will be more willing to provide better services to customers, so as to improve the customer satisfaction of the enterprise. Therefore, it is very necessary to study the strategies to improve employee satisfaction. As the portal of enterprise, call center is the core of enterprise service. For the call center, the staff is a very critical factor, the precious wealth of the call center is the experienced representative, the quality of the representative determines the overall service level of the call center. The main characteristics of call center work are fast update of business knowledge and great learning pressure. 7* 24-hour service, high work intensity; Repeat the same work every day, with low level of innovation. To fully understand the DYCY securities companies call center employee satisfaction, in this paper, through the method of questionnaire investigation, found that employees focused on the development, working conditions, salary, benefits, employee team culture construction satisfaction is low, bring to the company the very adverse effect, four aspects including the staff turnover is high, the influence of call center operating costs, on-the-job employees working state, ultimately affects customer satisfaction. This paper adopts literature research, case analysis, questionnaire IV survey and other research methods, according to the problem of low employee satisfaction has carried on the detailed analysis of the causes, found that affect DYCY securities companies call center staff satisfaction problem mainly caused the incentive mechanism is not comprehensive, unreasonable salary structure, evaluation method is not perfect, training system is not sound, career advancement have bottleneck, working conditions are not ideal, team culture to strengthen, probation employee need to care. Based on the above reasons, in combination with the practical situation of the company, this paper puts forward the DYCY securities of the company's call center staff satisfaction promotion strategy, by improving the compensation system, improve working conditions, structures, promotion channels, construction of team culture from four aspects, including perfecting the incentive mechanism, adjust the salary structure and improve the assessment method, adjust performance wage base, perfect training system, set up a promotion channel, optimize the existing site, office terminal optimization, build team cohesion, takes care of people, body care probation employee 11 specific promotion measures, further improve employee satisfaction. Through the above strategies, we hope to solve the problem of employee satisfaction in the call center of DYCY securities company in a targeted and effective way. The significance of this paper for the call center of the securities industry, especially for the small call center with the number of seats under 50, facing the complicated business, how to make better use of personnel, how to better mobilize the enthusiasm of skilled employees and other issues, the analysis and improvement measures of this paper also have practical reference significance for the industry. Keywords:securitiescompany;callcenter;employeesatisfaction;promot ionstrategy V 目录 摘要................................................................ I Abstract.......................................................... III 一、绪论............................................................ 1 （一）研究的背景及意义 .......................................... 1 （二）国内外研究现状及相关理论依据 .............................. 2 1.国外研究现状............................................... 2 2.国内研究现状............................................... 3 3.相关理论依据............................................... 4 （三）研究的主要内容与方法 ...................................... 6 1.研究内容................................................... 6 2.研究方法................................................... 7 （四）论文整体框架 .............................................. 7 二、DYCY证券公司及呼叫中心运营情况介绍 ............................. 8 （一）公司发展情况 .............................................. 8 1.公司发展规模和业务范围..................................... 8 2.公司组织结构............................................... 8 3.呼叫中心的工作范畴......................................... 9 （二）呼叫中心发展情况 .......................................... 9 1.呼叫中心人员配比情况....................................... 9 2.呼叫中心用工形式.......................................... 10 三、 DYCY证券公司呼叫中心员工满意度问题及问卷设计 ............... 11 （一）员工满意度重要性 ......................................... 11 （二）员工满意度问题 ........................................... 11 1.访谈的设计与实施.......................................... 11 2.员工满意度的影响因素...................................... 12 3.员工满意度测评维度权重赋值................................ 13 4.呼叫中心满意度调查方法.................................... 17 5.呼叫中心员工满意度统计结果................................ 17 （三）员工满意度低导致的不利影响 ......