State Grid Corporation Customer Service Commissioner Turnover Rate Study

The knowledge economy era,human resource has become the key resources of enterprise survival and development,the importance of human resource management has been more and more enterprises attach importance to.With the development of economy,the enterprise staffs loss has become a quite common phenomenon,especially the call,because of its industry characteristics and nature of the practitioners,employees high erosion has become a distress call center long-term stable development of the key influence factors.Call center staff working cycles are getting shorter,many call center employees in the company constantly loss in a cycle of recruitment.Based on the state grid corporation of southern sub-center customer service commissioner for research object,in full reference to the theory and the call center industry research both at home and abroad,the state grid company customer service center of southern sub-center customer service commissioner management research,and put forward control staff turnover on the basis of the study of the solution.This article first introduced the selected topic background,purpose and significance of topics,secondly introduced the national grid customer service commissioner,management status and problems of human resource management,and then to the southern sub-center nature of the public sector and the business situation,development achievements,customer service commissioner,responsibility and personnel loss situation are introduced in details.Focus from internal and external two aspects of customer service commissioner departure are analyzed,and presented to the enterprise development and employee turnover in the impact of human resources management.According to the result of analysis,using hierarchy theory of needs,expectancy theory,two-factor theory,equity theory,combining with the characteristics of the southern sub-center and put forward the human resource planning and job analysis,scientific arrangement of the hiring process,develop the recruitment channels,improving the structure of the compensation to strengthen the construction of enterprise culture,pay attention to employee career development,such as constructive Suggestions,and designed the crisis management team,to strengthen human resources information management,strengthening the contract constraint remedial measures,make the closed-loop management to achieve the effective measures to control the high staff turnover rate.In this paper,the control of staff turnover management method in field,have reference value to other industry enterprises,the staff management for other industry also has a certain reference significance.