Research On The Issues And Countermeasures Of The Resignation Of Grassroots Staff In The ZH Call Center Of Jiangsu Telecom

With the development of network technology and the continuous renewal of electronic products,human commercial activities have gradually entered the field of electronic technology.The information,images,video,price and payment methods of goods are all available for consumers to choose freely,resulting in more intense commercial competition than before.Enterprises should not only retain old customers,but also develop new customers and change marketing strategies at any time according to different development goals.And the opportunity to communicate directly with customers has become more frequent in the past.In such an environment,the role of call center becomes more and more prominent.Almost all industries have built their own call center systems.The technology adopted by call center is not limited to the previous voice mode,but also includes a variety of media tools,such as web,video,WeChat,QQ and weibo.The entire call center industry has been synchronized with The Times and with new technologies.Today's call center and enterprise resource management system,customer relationship management system,business intelligence system and other information systems have been cross-integrated and applied,becoming an important part of enterprise strategic management.The dimission of grassroots employees in call centers is a topic that many companies pay attention to.Through continuous research in the industry,it is shown that the reasons for dimission of grassroots employees mainly lie in the three factors:the pressure of work,the salary and welfare treatment of employees and the career development of employees.Because of jiangsu telecom useful its smaller call centers,set up time is not long,for grass-roots employees from recruitment to mount guard,the most basic is used to establish the management system of company,and not enough meticulous,for example,to optimize the design of the recruitment and training,clear career planning,effective incentive mechanism,increase staff identity and sense of belonging,no contrast the characteristics of the company for effective system.Starting from the research status at home and abroad,this paper first investigates the current situation of grassroots employees' dimission in ZH call center of jiangsu telecom,mainly using questionnaire survey method,and analyzes and summarizes the survey results.The reasons of employee dimission are expounded through five aspects:the problem of younger employees,the narrow space of employee career development,the unreasonable scheduling system,the untimely psychological counseling of employees and the big difference in salary.It also analyzes the impact of employee dimission on the company and the measures taken by the company.At last,the ZH call center of jiangsu telecom is expatiated from two aspects of management system and management to solve the dimission problem of grassroots employees in the call center of the company.