Factors On New Staff Turnover And The Countermeasures:a Case Study In Calls Center A

With the rapid development of domestic call center market and on the basis ofparticularities of the industrial characteristics and staff composition of the call center, thehigh employee turnover rate has become a key influencing factor which affects the longterm and stable development of the call center industry. The employment period of staff incall centers becomes shorter and shorter. The average period is one and a half year to2years. And the proportion of new employees which enter the center less than half a yeargradually grows. Many call centers fall into the vicious circle of continuous losing andemployment of employees.The paper takes new staffs in call center A as its objects, conducts researches on staffmanagement situations in call center A on the basis of home and abroad theories as well asresearch overview of the call center industry, and proposes solutions of turnover of newstaffs on the basis of researches. The paper firstly introduces the background, objectivesand meanings of the selected topic, then, it explains basic situations on staff andorganizational structure of call center A, and focuses on the management process andturnover situation of new employees. The paper divides the management process of newemployees as three stages of employment, training and participation, collects data forturnover of new employees in each stage and conducts in depth analysis on reasons forturnover. According to results of analysis, by applying the psychological contract theoryand in combination with the industrial characteristics of the call center, the paper designs anew mode for controlling new employee turnover; the mode emphasizes integrating thethree stages of new staff management, caring psychological contract changes of new staffs,intensifying the early warning analysis. It proposes specific solutions to keep theconsistency between the enterprise and the psychological contract of staffs. In the meantime, it also designs a feedback process for employee turnover to make the whole modecan achieve closed-loop management. Solutions proposed in the paper has been applied incall center A. Call center A made a specific implementation plan in combination withpractical situations of the enterprise and gained good practice effects. The paper alsoillustrates situations of the practice. The management method for new staff turnover proposed in the paper has high operability. It can be taken as a reference for otherenterprises in the industry and is also an example for new staff management in otherindustries.