The Case Study On High Attrition Rate Of Customer Support Team Of A Finance Services Company

Software and information service industry is the core of information industry.As the output of social division of labor and development of software technology,business outsourcing industry is the base of software and information service industry.To attract foreign capital and increase job opportunities,many cities attract international well-known enterprises by setting up high-tech industrial parks and policy privilege.With unique culture and image,these companies become the first choice of talented people,especially fresh graduates,when they choose company.Compare with other software design related work,service outsourcing industry has lower requirement of the staff on hard skills,but higher requirements on service level and the workload is high,lots of staff resign because of such high pressure.Although the talent flow is a kind of human resources reallocation and could keep the vitality of the organization,the attrition rate should under a certain range.High attrition rate will increase the employee management cost and will impact the company's operation,from long time perspective,it will undermine the cohesion of company and affect company's culture.This paper analyzes the current situation of the serious talent loss crisis in the customer service center of A Financial Information Service Co.,Ltd.,Dalian Branch,and analyzes the termination data of the customer service center in different directions according to the guidance of various human resources theories.And these issues exist not only in the customer service center,it would also affect the stability of other departments of the company if no management measures taken.This paper presents a creative solution: upgrade of the human resources system and update recruitment process;include the new employees integration into the human resources department and department leads' performance review;encourage job transfer within the company to give employees more career development opportunities;standardize the training management;increase employee satisfaction rate through the use of incentive measures;enrich staff activities to enhance staff cohesion;encourage more flexible communication between employees through new technology and boost company image.Through these programs,the company could solve current talent loss crisis,attract and retain talents and keep the company vigorous.