Research On Customer Service Representative's Turnover Intention And Countermeasures For Creditcard Call Center

Call center is an emerging labor-intensive industry which provide consultation and assistance with clients through telephone,internet and other modern communications technology.Different from normal enterprise call center,credit card call center has the characteristics of both financial industry and call center.The notable characteristics of this industry is that young employees having a high proportion of women workers are the main force.Recently,with the rapid development of the call center industry,one challenge most enterprises must face was that the yearly turnover rate of staff was as high as 25% percentage.When the human resources department decide to reduce this rate,they were faced with many problems.To assist the young women employees who were full of juice and flamboyant to find a balance between the work and life,employers was supposed to help them to make career plans and to avoid turnover.It was important for the managers to fractionize the characteristics of separated employees and intervene at right time using right management strategy.Indeed,these have vital significance to reduce the turnover rate of call center.We take C bank credit card call center(Wuhan)as a case in this paper.Based on past result of turnover intention study,combining with the analysis of the internal enterprise reasons of turnover,customer service staff in call center were interviewed using questionnaire survey.The detailed reasons which influenced the turnover intention of staff were carefully analyzed,as well as the performance before leaving and the process of turnover decision.According to these data,statistical analysis was used to find the influence level of the personal factors,organizational factors and external factor on the turnover intention of staff.Furthermore,career planning clover model was used to fractionize the characteristics of separated employees.Elaborate and scenarized management were proposed to solve different reasons for leaving.At last,the profiling of separated employees in C bank credit card call center were achieved to help the manager to understand who,when,and why the employees would like to leave.Moreover,we proposed that according to the development stage of enterprise,separation of the recruitment requirements was beneficial to employ right employees.Personalized and continuous cultivate according to the needs and growth stage of the employees,classifying management scene and using effective management measures were effective to reduce the turnover rate.