Study On The Relationship Between Individual Characteristics And Employee Turnover Of Call Center

Based on the predecessors’research on employee turnover of call center, this article adopts quantitative empirical research method and selects M company call center in the telecom industry as a case, using multiple linear regression model, studies and determines the influence of the individual characteristics on call center employee turnover and explores the relationship between industry development factors and the turnover model as a further step. The results showed that:first, the call center staffs’age, position, gender, education form and household registration have different degrees of positive influence on the employee turnover; second, the staffs’education has negative influence on the employee turnover; third, major has no effect on call center staff turnover; fourth, the influence degree of individual characteristics to employee turnover has a cointegration relationship with the telecom industry development, and the level of telecom business development is the granger reason of staff serving time of call center.