Research On The Problem Of Brain Drain Of CITIC Bank Credit Card Center

In 1990 s,China introduced the concept of call center,after nearly 20 years of rapid development,both from the industry type,or the breadth and depth of services have been greatly expanded.Because of the call center industry competition is fierce,staff task and business indicators are exceptionally heavy,resulting in employees' psychological pressure,job satisfaction is low,resulting in the high employee turnover rate has become a common phenomenon in the industry.CITIC Bank Credit Card Center is well known for its mature and high-quality customer service system.However,the loss of personnel in its call center is not to be overlooked.In 2013-2016,the annual attrition rate of telephone sales department was about 30%,which directly affected the expansion of its main business and the fundamental interests of enterprises.At present,the call center of the banking industry accounted for the entire call center market size of 20%.It is of great significance for CITIC Bank and the whole banking industry to analyze the reasons for the loss of the telephone sales staff of CITIC Bank Credit Card Center and find the preventive measures to solve these problems.This paper adopts the research methods of normative analysis and empirical research,talent incentive theory as the basis,analysis of the status quo of CITIC credit card call center of human resource management,combined with employee satisfaction survey results,find out the influencing factors of the employee turnover.Thus put forward the solution for the problem of staff turnover,According to the human resources of CITIC Bank Credit Card Center,respectively from the employee performance evaluation mechanism,incentive mechanism,occupation career management and enterprise culture construction,puts forward some countermeasures and suggestions to prevent loss of staff.