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    題名: 人格特質對電話行銷業務工作留存率影響之探討 : 以壽險公司電話行銷業務單位為例
    其他題名: Study of the relationship between telemarketer personality traits and job turnover rate
    作者: 黃冬蒨;Huang, Tung-Chien
    貢獻者: 淡江大學保險學系保險經營碩士在職專班
    郝充仁
    關鍵詞: 電話行銷;電話行銷業務人員;人格特質;telemarketing;Telemarketer;personality traits
    日期: 2011
    上傳時間: 2011-12-28 18:02:48 (UTC+8)
    摘要: 「 電銷行業,人員流動幅度與頻率相當高且嚴重,最常見的,便是一整組人
    (6~300人),出現集體跳槽情況.其中跳槽的原因,不外是商品與質優客戶名單
    等原因..」業界一名不具名資深電銷主管在訪談時透露,這是現行壽險公司
    在經營電銷通路時的重要挑戰。
    甄選合適人才,被視為每家壽險公司電話行銷單位,當前的嚴峻課題。因
    此本研究將探討哪些電話行銷人員之人格特質,對電話行銷業務有較穩定的
    工作表現;試找出電話行銷業務人員特有的人格特質,與工作滿意度(留存率)
    的相關性。其中最主要是,以業務人員的性別、教育程度、年齡、地區等人
    口變數及「人格特質」「激勵模式」「團隊凝聚力」與工作滿意度(留存率)之
    關係為研究變項,同時也希望從中發現不同的激勵模式及現今業務管理模式
    對不同壽險電話行銷人員之工作滿意度(留存率)影響,期提出有效之激勵模
    式予業界參考並,提供相關壽險業者關於前述問題的解決建議與參考。
    因此本研究主要的研究目的,包括:一、找出適合電話行銷業務工作之人
    格特質。二、業務員的人口變項/人格特質與保險公司提供之奬勵方案相關
    性。本研究透過壽險公司的電銷業務人員的人口變項、「人格特質」「激勵模
    式」「團隊凝聚力」與工作滿意度(留存率)之表現,進行實證分析之發現結果
    如下:一、壽險公司在進行選才時, 應重視電銷人員在「情緒穩定性」人格
    特質表現。二、壽險公司在制定各項激勵制定時,應首重提昇電銷人員對電
    銷工作的認同度。
    ABSTRACT

    “The personnel turnover rate on telemarketing field is not only high and serious . The entire sales team(around:6~300 people) had been recruited and had moved to competitor firm in common. In which changes job the reason, nothing more than the easy selling insurance product and superior customer data. ”Someone senior telemarketing supervisor who has strong experience disclosed that in interview. “This is the great challenge to for managing the life insurance company.”


    Selects the appropriate talented candidate, is regarded as current stern topic for each life insurance company telemarketing unit. The study will discuss to telemarketer’s personality trait or special characteristic. Someone who have some particular personality trait will have the stable work performance on their job. This research is to find out the relevance between the special telemarketer unique personality trait, and personal turnover rate with the work satisfaction. The mainly part is, take population variables and so on service sex, education level, age, area and “the personality special characteristic” “incentive model” “the team cohesive force” the relations with the work satisfaction to be variable as the research.Wish the study the effective incentive model will gives the field reference and, provides the correlation life insurance entrepreneur about the fore cited question solution suggestion and the reference.

    The purpose of this study , one is to use relevant research to understand a telemarketer’s personality traits, the other is to find an acceptable incentive model will influence their desire to switch jobs and the telemarketer’s personality traits relevance.The conclusions are as follows:
    1. First, when life insurance company recruit telemarketer , should focus on thepersonnel in “the mood stability” the personality special characteristic performance.
    2.The life insurance company when formulate every incentive model, should mention again rises the telemarketer’s job involvement.
    顯示於類別:[保險學系暨研究所] 學位論文

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