Research On The Loss Of Personnel In The Outsourcing Call Center Of ZH Company

The call center industry is a labor-intensive industry,the quality of personnel determines the overall level of a call center.With the continuous advancement of communication and Internet technologies,the business content of call centers is also expanding.At the same time,the requirements of service objects are constantly increasing.However,loss of employee has been plagued by industry in the management of a difficult problem.The employee turnover rate has remained high,with the industry's average annual turnover rate reaching 100%,and some of the more outstanding ones are also above 30%.With such a high rate of turnover,there is no guarantee that the level of competence of personnel will be sufficient for the job.Therefore,how to reduce the employee turnover rate is a very important work for the managers in the industry.This article takes the outsourcing call center of ZH as the research object and draws on the research results of personnel loss at home and abroad to conduct research on the loss of people.Through the on-site interviews with the project manager,the author distributed questionnaire survey and other methods,combined with the relevant research theories of personnel loss,finally determined the key factors affecting the loss of personnel.Including occupational prestige is not high wages is low,recruitment pertinence is not strong,the employees sense of belonging is insufficient,the low level of management,employee didn't rise channel,employee turnover costs and lower several aspects.The competency model is established from the aspects of knowledge,skills,performance,culture and mentality.On this basis,the corresponding countermeasures and Suggestions are given for recruitment,training,job Posting and dismission feedback.It is suggested to increase the fit of job candidates and positions in the recruitment process,and to be competent in the training session;After going on duty,the remuneration protection system shall be worked out according to the needs hierarchy of the employees,meanwhile,the company shall optimize the employee excitation and promotion channel,reform the team construction,adjust the exit management flow and other specific measures.And the use of a project for the pilot and achieved good effect.