Study On Improvement Of Employee Turnover Management In Call Center Of Midea Group

Following with the development of market economy and internet technology,we are stepping into an new age with abundant materials,transparency price and instant information.This is fundamentally changing the relationship between customer and supplier,transforming from seller market to buyer market which therefore has changed consumer's consumption concept upgraded from efficiency requirements to experience demand.However,due to the special feature of call center industry,high staff turnover rate has been serious threat to the health development of enterprise.To solve the above questions,based on literature and empi rical research,this article proposed improvement strategy.Firstly,this article analyzed current situation of human resource.Through historical statistics and employee interview,we found the key factors affecting turnover rate most are recruitment effe ct,new employee training effect,career planning and leadership of monitor.Secondly,on the above basis,this paper explores the underlying dynamic model of employee dismission through empirical research.Based on the variables of employees' emotion regu lation ability,positive and negative emotional state of employees and their self-efficacy,this paper studies the influence of emotional leadership and career planning of team members on employees' turnover intention.Based on literature research,this pa per constructs research questionnaire,collects survey data,and uses SPSS and AMOS software to make statistical analysis of the data.It concludes theoretical research that monitor leadership and career planning are important factors affecting employee tu rnover intention.Finally,this paper proposes a systematic solution strategy for employees during different life cycles(new employee period,post period and maturity period),including optimizing the management of employee inflow,establishing a systemat ic training system,building the leadership of the monitor,and planning the career of employees.On the basis of empirical analysis,this paper proves that the monitor of the class leadership,career planning are the important factors that affects employe e turnover tendency to call center.Therefore this article is to improve the customer experience and satisfaction of Midea and contribute the unique value of call center to the future of Midea group.The research methods and conclusions mentioned in this p aper can provide referential management improvement strategies for call center peers.