Research On The Turnover Issue Of AZ Customer Service Centre

Customer service centre is also named as call centre,and Pan Am Airways is the first firm that started the call centre businesses in 1956.Yet at the end of 1990 s,the concept of call centre was imported to China which has received a rapid growing since then.However,the customer service industry is also facing high extent of turnover rate due to lacks of industrial advantages,imbalances of regional economics,lacks of managerial competences,insufficient professional experiences and incompetent customer services employees.This paper focuses on AZ customer service centre,and investigates facts that beneath its turnover issue,combining results of human resource census and surveys of resignation,therefore to seek common-reasons of causing such critical turnover issues in AZ customer service centre,and to analysis ubiquitous turnover situation in today’s customer service business.Further,by excluding inherent understanding and attitude of resignation,the author takes a new perspective which based on dual factor theory of work-motivation,as well as theory of demand,so as to initiate study on spiritual and material criteria of employees and organization,then to further analyze on various causes of current turnover issues of customer service,eventually come to the conclusion that spiritual criteria,such as career development,work adaptability,pressure resistance,personal interests are comparatively more important than material criteria like welfare,salary,and work-time etc.At last,according to causes of turnover issue in customer service business,and from internal perspectives to external perspectives,such as operating situation,management doctrine,department responsibility and so on,the paper put forward executable strategy of reducing turnover rate,and to provide recommendations and actions of controlling turnover rate.After conducting suggested strategy and measures in AZ Customer Service Centre,practical work there has had positive feedback,which not only proves the exploitativeness and effectiveness of the strategy,but also provides reliable reference to companies facing turnover problems.