A Study On The Reason Of Staff Resignation From AC Bank Call Center In Suzhou And On The Countermeasure For Dealing With The Situation

In highly competitive market today, survival of one enterprise does not only rely oninnovative products or technology but also focus on the quality of the service behind thoseproducts or technology, about which are concerned by more and more customers. Theconcept of value created by service has become common view for most enterprises.Benefitting from accomplishments in modern communications and computer technology,more and more enterprises have been introducing the call center as a centralized customerservice platform, and trying to provide customers with more qualified and efficient service.But there is one saying that no satisfied staff, no satisfied customer. Work pressure incalling industry, irregular working and resting time and other serious problems have beeninfluenced on employees’ working satisfaction. The highlight problem of resignation hasbecome a bottleneck restricting the long-term development of this industry.Therefore, howto reduce staff turnover has become a major issue that those managers must face andresolve.This thesis has applied the theoretic researching and case studying methods to analyzethe implement of modern enterprise management theory in resolving the Suzhou call centeremployee turnover of AC bank. First, it starts from the call center background andmanagement status, especially for personal information about those employee turnovers, asthe employment nature, working tenure, job duties, job performance and so on. Then aftercomparing with regional peers, this thesis has pointed out their common problems andspecial factors. Thus, it has proposed improvements to the multi-pronged approach of staffrecruitment and training, career planning, performance management, employee coachingand organizational culture from the perspective of the employee life cycle. Finally, this thesis also focuses on the groups characteristics of’80s,90s’, exploring intergenerationalmanagement in the actual work trying to enhance research on the significance of the actualpractice.