| With the intensification of competition, the enterprises have come to realize that services are the important sources to obtain competition superiority. Thus, more and more industries start to set up their own call centers one after another in order to improve their service quality. However, the shortage of human resources severely restricts the increase of call center industry. Recruiting enough quality call center agents has become one of the strategic works in the industry.This paper takes Guangdong Guangxin Company Ltd. as a case study. By collecting and settling information and data on the recruitment of the enterprises in the past few years, starting with the analysis on the current situation of recruitment of the company, this paper is aimed at finding out the existing problems in the recruitment policies in hiring call center agents for the company, then puts forward complete strategies in recruitment policies and implementing suggestions.This paper first state on the theory and relevant concepts about staff recruitment in human resource management, focusing on different aspects included in recruitment policies and the current situation of the recruitment and quality requirement of call center agents. Secondly, this paper also tells us something about the development and current situation of call center business of the company, combined with the general theory of staff recruitment, making a deep analysis on the problems existed in the recruitment policies of Guangxin Company Ltd. , and the reasons for those problems, and then puts forward 6 revolution proposals. What's more, it raises complete strategies on interviewers and data management, in order to assure the successful implementation of the reformation strategies. Lastly, to test the effects of the strategies, it organizes a half-year try-out, the result of which shows the good effects of the strategies. The study of this paper has a profound use for reference for the other companies in the call center business. |
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