Analysis And Countermeasures On The Loss Of Customer Representatives In Lanzhou Call Center Of Taili Company

With the rapid development of our country's economy and society,the competition between enterprises also increases,and the competition of enterprises in the final analysis is to strive for customers,who have customers who will have the future,what enterprises have to do is to retain old customers,increase new customers,and provide customers with the most convenient and efficient service,so call center came into being.This has been accompanied by a large increase in the number of seats and a large demand for manpower,which has provided a lot of job opportunities in the labour market,but has also resulted in the loss of staff,especially in the call centre industry,which is extremely common.This paper selects Lanzhou Call Center of Taili Company to carry Body,the phenomenon of the loss of customer representatives is studied,try to investigate and analyze the causes of the loss of customer representatives in Lanzhou Call Center of Taili Company,to put forward the corresponding prevention strategy of the loss of customer representatives.Based on the theory of employee turnover and the theory of motivation,this paper studies the phenomenon of customer representative turnover in Lanzhou Call Center of Taili Company by means of in-depth interview and questionnaire survey.Through questionnaires and in-depth interviews,the main reasons for the loss of customer representatives in Lanzhou call Center of Taili Company are: low salary level,unreasonable performance appraisal index,lack of planning for training and promotion,single and boring work content,low management level and the need to improve the organizational atmosphere.Impact on Lanzhou Call Center of Taili Company : Failure to meet business targets,reduced quality of work,Regiment Team instability,pressure on recruitment and increased human costs.Based on the existing research results,this paper makes a scientific analysis onthe causes of the loss of customer representatives in Lanzhou Call Center of Taili Company under the guidance of relevant theoretical models.And from the recruitment methods,management system,corporate culture and organizational atmosphere and other aspects of the safeguard measures,which can reduce the loss of customer representatives turnover rate in Lanzhou Call Center of Taili Company,thus increasing team stability and sustainable development ability.