Study On The Relationship Between Personality Traits,career Growth And Turnover Intention Of Call Center Staff

The call center is a technology-intensive and labor-intensive industry,able to provide a highly integrated channel of communication between enterprises and customers,to provide customers with high quality,high efficiency,all-round services.China's call center industry started late,but with the deepening of China's reform and opening up,after nearly 20 years of development,has gradually formed a vibrant industry and completed the vertical layout in the financial industry,Communications,tourism,Education and many other industries.However,while we are pleased with the rapid development of the call center,we are also worried that the rapid development of the call center also brought some operational management problems.Whether the call center or the outsourcing call center with a huge demand for people face a common problem,which is the control of the turnover rate.The paper first assumes that the dimensions of personality traits are related to turnover intention.On this basis,based on the border career career theory,the variable of career growth is introduced to verify the role of career growth in the relationship between personality traits and turnover intention.In this paper,using the questionnaire method,296 call center employees as samples,the data were analyzed by SPSS.The results of empirical study show that the dimensions of personality traits are significantly correlated with turnover intention,among which the neuroticism and openness are positively correlated with turnover intention,and the other three dimensions sunch as extraversion,conscientiousness and agreeableness are negatively related to dissociation.In addition,career growth can play a partly moderating role in the influence of personality traits on turnover intention,specifically:the career goal progress has a negative moderating effect on the effect of extroversion on turnover intention;the development of occupational ability plays a negative role in conscientiousness on turnover intention;the romotion speed has a negative moderating effect on the effect of neuroticism,openness and conscientiousness on turnover intention;the compensation growth plays a negative moderating role in the influence of neuroticism,extroversion and agreeableness on turnover intention.According to the results of empirical study,this paper argues that the personality traits of call center are important factors influencing turnover,and should pay attention to the personality traits of job seekers in recruitment.In addition,career growth can play a role in the process of employee turnover,so enterprises should pay attention to the professional growth of employees and effectively reduce employee turnover,thus to enhance the competitiveness of enterprises.In the last part of the article,from the two angles of personality characteristics and career growth,several management opinions are put forward for the staff turnover of call center,and points out the shortcomings of this research and the direction of future research.