Improvement Strategy Research Of Call Center Staff Turnover In N Company

Human resource is an important resource in companies,competition in today's enterprise is the talent competition.Call center as a direct customer-facing window,is more dependent on the customer service staff who provide services to customers.However,talent shortage,liquidity,long-term high staff turnover has become key factors for the steady development of call center owing to the industry characteristics and composition of practitioners.Staff turnover that decided the service level redoubled the human resources cost,which worse to the service quality and enterprise competitiveness.After the rapid development of e-commerce business as well as the internal organization structure adjustment,N,as one of the China's three largest airline customer service center,or call center,as the main service window personnel loss of contradictions nearly two years,serious influencing the quality of service,worse delaying the development of the customer service center.In order to solve this dilemma,as a front-line manager,this article discusses on the core theory of employee turnover,comprehensively expounding the status quo of staff turnover of N company's customer service center and the serious influence of the company's service quality,sales,operating costs due to the loss through extensive reference of call center industry's feature and human resources management related research literature.Furthermore,scientific research has been done for the lost reason from two aspects-the company's internal environment and the industry characteristic,analyzing researchers' critical factors of loss,then diagnose the problem.Thus,exploring the countermeasure from the scientific understanding of call center managers on turnover,the salary design,the recruitment and training innovation,professional channel set up and the new organization culture building to solve the problem of loss,to keep the staff stability,to take full advantages of human resources,then improving the company service brand,and enhancing core competitiveness eventually.