Call Center Human Resources Refined Management Research

Recent years have seen increasing new requirements raised by customers, and the call centers at home and abroad have developed rapidly in terms of sector type and service width & depth. Some large-sized call centers have successively started transformation to stride towards internationalized and multi-function customer contact operation centers with high performance. As call centers develop, almost all the management levels are bothering about how to find and retain right staff members while bringing them into full play. Focusing on the topic"Case Study of Precise Human Resources Management for Telecom Carrier's Call Center"and in light of the operation & management theories of call center and enterprise's practice, this article discusses how to help the telecom carrier's call center to fix the problem arising during the human resources management process by using precise management means under the fierce competition in the current market.Firstly, this article analyzes the human resource management difficulties confronted with the telecom carrier's call center, including the high staff turnover rate, staff recruitment difficulty, lack of penetration in the staff quality, mismatching between the staff's performance and satisfaction, lack of the precise personnel configuration, and the human resource planning out of line with the expected business volume.Secondly, this article summarizes the experience of Company A in successfully tackling the above problems. The precise human resources management model of the call center is established to manage Customer Service Representatives (CSR) that account for 90% of the total quantity of call center staff. Based on precise management and effective linkage of the staff recruitment platform and the staff application platform, the model illustrates how to achieve the optimal management on human resources by applying it in the dominant environment for development of the current call center, thus improving the operation management level and profitability, and reducing the enterprise's cost. Here, the staff recruitment platform consists of the staff competence model and precise management of staff recruitment. The staff application platform consists of precise staff roster, precise management of staff satisfaction, precise management of staff's performance and precise management of human resources pre-warning.By summarizing the experience leant from the special enterprise, this article reveals that the above precise human resources management model can ideally solve the difficulties in human resources management facing the call centers in China, to implement the optimal configuration of personnel. The study result of this article can be used as a reference by all kinds of call centers in China in respect of human resources management, especially instructive to the communication carrier's call center in human resources management.