工作壓力、激勵制度與離職傾向關係之研究–以A壽險公司電話行銷業務員為例

Abstract

在過去競爭激烈的金融保險環境下，壽險公司電話行銷業務員要面對客戶對於陌生電話不願意傾聽，接聽後謾罵隨即掛上電話之客戶，其工作上面臨的沮喪和焦慮情況，被認為是高壓力的工作族群，故離職率總是居高不下，因此如何設立健全的激勵制度，提升員工滿意度，以降低離職率，亦是公司留住人才、提升競爭力之重要課題。 本研究以A壽險公司電話行銷業務員為研究對象，對於工作壓力、激勵制度與離職傾向以問卷調查之方式，發放問卷200份，回收有效問卷174份，以統計方法進行資料分析。分析結果顯示業務員的工作壓力與離職傾向呈現顯著負向關係，激勵制度與離職傾向呈現顯著負向關係。In the past, highly competitive financial and insurance environment, The telemarketing salespersons of life insurance companies had to face customers who were unwilling to listen to unfamiliar calls and verbally abuse customers who hung up the phone after answering. The frustration and anxiety faced by the customers at work is regarded as a high-stress work group, so the turnover rate was always high, so how to set up a sound incentive system to improve employee satisfaction and reduce turnover was also an important issue for the company to retain talents and enhance competitiveness. This research takes the telemarketing salesperson of A Life Insurance Company as the research object. Regarding the work pressure, incentive system and turnover intention, 200 questionnaires are distributed and 174 valid questionnaires are collected, and the data is analyzed by statistical methods. The analysis results show that the work pressure of salespersons has a significant negative relationship with turnover intention, and the incentive system has a significant negative relationship with turnover intention.