Research On Employee Turnover Analysis And Improvement Countermeasure Of A Bank's Call Center

In recent years,with the rapid growth of Chinese economy,call centers have gained more and more support from local governments by virtue of their advantages in solving employment,pollution-free,high-tech.At the same time,due to the continuous development of financial technology and e-commerce,people tend to pick up the phone to solve problems,so call centers have achieved rapid development.By the end of 2014,there are 1,700 call centers in China.The number of customer service representatives exceeds 1.2 million,the number of employees exceeds 3 million,and the cumulative investment scale exceeds 120 billion.There are more than 60 industrial parks of call center in China.Call centers are distributed in many business fields,such as finance,telecommunications,government departments,e-commerce and so on.As a labor-intensive industry,human resource is the most important strategic resource and core competitiveness of the call center.Although more and more call centers have realized the importance of human resource management,the high turnover rate has increasingly become the primary problem affecting the development of call center.Statistics show that the annual loss rate of call center in China is over 30%,which has seriously affected the development of domestic call center.Based on the research on the call center of A bank,this thesis analyses the reasons of employee turnover from the aspects of economic environment,internal management and employee self-development.Through the study of domestic and foreign human resource management theory,combined with the actual situation of A bank,this thesis puts forward the management countermeasures on how to reduce the staff turnover rate,hoping to effectively reduce the staff turnover rate and alleviate the operation pressure.At the same time,I hope that the countermeasures proposed in this thesis can be used for reference for the whole industry.