基于压力来源的通信行业呼叫中心客服代表心理压力应对策略研究

Research on the strategies of psychological responses of call center in the communication industry based on the source of pressure

呼叫中心因为其行业特点与行业特质,一线客服代表处在高压环境下,从而对呼叫中心的管理和服务质量产生不良影响。文章先对通信行业呼叫中心的客服代表进行匿名访谈,针对客服代表的压力来源,进行针对性分析,以求通过从工作方面、家庭方面、个人方面等诸多途径去提高客服代表的抗压能力,提升客服代表的工作幸福感和服务质量。

Because of the industry characteristics,the front-line customer service representatives of the call center have been in a high-pressure environment,which has a negative impact on the management and service quality of the call center.First,the customer service representatives are interviewed anonymously,then,according to the source of pressure,some ways are suggested from work to family and individual to improve their job-related happiness and quality of service.