訓練遷移因素對客服中心新進客服人員職前訓練遷移成效之影響; The Effects of Training Transfer Factors on Training Transfer Effectiveness of CSR’s Orientation in Call Center

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題名:	訓練遷移因素對客服中心新進客服人員職前訓練遷移成效之影響;The Effects of Training Transfer Factors on Training Transfer Effectiveness of CSR’s Orientation in Call Center
作者:	吳佳穎;Chia-ying Wu
貢獻者:	人力資源管理研究所碩士在職專班
關鍵詞:	職前訓練;訓練遷移因素;訓練遷移;客服中心;客服人員;Orientation;Training Transfer;Call Center;CSR;Customer Service Representative;Training Transfer Factors
日期:	2009-06-25
上傳時間:	2009-09-22 14:08:33 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	本研究之主要目的在於探討影響訓練移轉的因素為何，了解影響客服中心新進客服人員職前訓練成效的因素。本研究以問卷調查為蒐集資料的方法，共發放374份問卷，有效回收363份問卷，回收率97.06%，有效問卷為333份。分別以信度分析、描述性統計分析、Pearson積差相關分析及複迴歸分析等方法進行分析。研究結果發現，訓練遷移因素中，其受訓者特質之對訓練成效的期望、具勤勉正直性的人格特質，訓練設計之訓練環境和工作環境一致、教材教法多樣性、練習方式，工作環境之同儕支持、督導人員的功能與職前訓練遷移成效有顯著的正向影響，本研究並說明理論與實務上的意涵與建議，其能藉此讓各客服中心針對職前訓練作為參考或改善依據，進而提升客服中心新進人員能力，如下：（一）就整體職前訓練而言，設置與工作環境一致的訓練環境與設置督導人員：前者指設置一個與客服中心工作環境一致的訓練學習環境，包括未來值機時的硬體設備和軟體系統；後者指設置一位如導師如教練且能加強同儕間關係及激勵新進客服人員的督導人員。（二）訓練設計從角色定位、知識學習再到工作銜接：整體職前訓練的課程第一步從心態調整課程開始，讓新進客服人員抱有正面的期望及做好學習心態的準備，再來進行到跟工作有關的知識、技能課程，包括產業知識、作業平台、服務禮儀。課程並要掌握循序漸進，難易由淺入深，教學多元化，且搭配值機工作需求的原則。最後進入工作銜接課程，讓新進客服人員模擬練習未來進線服務工作或實習觀摩工作。（三）設置學習評鑑與回饋：有鑒於客服中心職前訓練後其成效必須彰顯的獨特性，故設置學習評鑑檢驗受訓者是否達成學習效果，針對知識技能的檢測大多可以筆試、作業方式進行，而就工作銜接課程來說，在進行過程中，講師的回饋需要即時讓新進客服人員可以立即改進缺失，更正錯誤。（四）其他：如職前訓練前依據勤勉正直性人格特質發展量表進行召募任用；職前訓練後正式值機時，讓新進客服人員於值機初期接聽較簡單的電話，待熟悉業務後，再增加其他電話業務。 The purpose of the study is to explore the factors that would influence transfer of training and possible causes that may attribute to this transfer for new CSRs in call center. Questionnaire was the major data collection methodology employed in this study. In total, 374 questionnaires were sent. As a result, 363 questionnaires were returned, the overall return rate was 97.06%, among which 333 copies are valid. The data were analyzed by reliability analysis, descriptive statistics analysis, Pearson correlation analysis and multiple regressions. The results of the study were as follows: (1) Trainees’ Characteristic: Expectation, Conscientiousness personality. (2) Training Design: Identical elements, Content Variability, Way of Practice. (3) Work Environment: Peer Support, Coach setting were all positively related to training transfer effective in orientation in call center.. The following based on these results bring up some suggestions for orientation. For whole orientation, setting up a training environment similar to workplace and setting up supervisors: A training environment is the same with inbound service workplace, including hardware, equipments and software. Supervisors are like mentors or coaching who can enhance the relationship in trainees and motivate trainees during orientation. Training design from role orientating, knowledge learning to job linking: For whole training, the first session starts from psychology adjustment and let new comers have positive expectation and prepare to learn. Then proceed session, including knowledge and skill sessions, like industry knowledge, systems, service skills. It need to master sessions step by step, go from the easy to the difficult and complicated, content variability and collocate the service task principles. The last is job linking sessions, let new comers can exercise their skill in service. Setting up learning evaluation and feedback: Due to the call center orientation’s unique that training must be obvious, it need to set up learning evolution, like exam, homework, that test the training effects. For job linking session, trainer’s feedback need immediately that new comers can improve and reform. Others: Base on conscientiousness personality to expand the test for staffing before orientation. Let new comers answer the simple phones the initial stage after orientation.
顯示於類別:	[人力資源管理研究所碩士在職專班 ] 博碩士論文

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