電信客服人員職能冰山模式之探討

A Study of the Competency Iceberg Model of Telecom Call Centre Agents

林金賢(Chin-Shien Lin) ； 李傑勝(Chieh-Sheng Lee) ； 方筱涵(Hsiao-Han Fang)

《台灣管理學刊》 16卷1期 (2016/02) Pp. 17-38

https://doi.org/10.6295/TAMJ.2016.1601.02

摘要

在競爭激烈的電信產業中，由於消費者需求的多樣性與多變性，提供讓消費者滿意的顧客服務變得越形困難，也已經成為電信業重要的競爭優勢之一。雖然俱備什麼樣職能的客服人員才會有好的客服表現在國外的相關文獻上已有相當的揭露，然而在台灣的學術研究中，尚未有相關的實證結果。本研究以國內某特定電信業客服人員為研究對象，建構出衡量客服人員職能的86項指標。並依冰山模型將職能分為內隱特質與外顯能力，以路徑分析探討內隱特質、外顯能力與績效間的關係。實證結果顯示外顯能力中的技能構面可直接影響績效，更扮演內隱特質與績效的完全中介變項，但同屬外顯能力的知識構面對績效則無顯著影響。此實證結果除了於實務上可提供台灣電信業者招募人員與教育訓練前後衡量客服人員職能的參考之外，冰山模型中外顯能力扮演內隱特質與績效間完全中介的角色，對學術與實務上亦具有其重要的意涵。

關鍵字

職能 ； 內隱特質 ； 外顯能力

並列摘要

In the highly competitive telecom industry, providing satisfying customer service is one of the important competitive advantages. Though the issue about what kind of competency can make a good call center agent has been discussed quite a lot in the western literature, there have been quite few empirical results discussed in Taiwan. The primary focus of this article is to identify the competency of call centre agents first. Then, according to the iceberg model, competency is divided into implicit characteristics and explicit skill and knowledge. Path analysis is applied to discuss the relationships among implicit characteristics, explicit skill and knowledge, and performance. The empirical results show that explicit skill can affect performance directly, and play the full intermediate role on the relationship between implicit characteristics and performance. However, the explicit knowledge does not have significant effect on performance. These results can not only provide the concrete reference for the telecom industry in measuring the employee competence when recruiting people and doing job training, the mediating model can also provide important implications for both the academia and practice.

並列關鍵字

competency ； implicit characteristics ； explicit skills

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