The Incentive Strategy Research Of A Communication Operator Call Center's Employees

With the rapid development of Mobile Internet Services,the profits of communication operators have slumped sharply,the overall business of the call centers industry has shrunk unprecedented,and the employee turnover rate(ETR)of call centers remains high proportion.How to establish a scientific and effective incentive strategies for employees to promote and adapt to the development of enterprises stablely under the new market environment,to accumulate key talent teams for subsequent transformation,which is essential for the survival and development of enterprises.The paper takes A communication operator call center as the research object,according to the research on the motivation status of employees,Maslow's hierarchy of needs,dual-factor theory,expectancy theory,etc.,also using analysis of statistical data collection,survey of questionnaire,on-site interview,etc.,focusing on the current status of matching incentive strategies and implementation effects of employees in the call center,finding that there does exist problems in incentive strategies,such as imperfect salary appraisal system,lower welfare treatment,restriction on career development,lack of effective recognition and incentive of talents,lack of incentive programs guiding cadre employees to improve their ability,lack of training and incentive mechanism for staff growth,etc.Based on the principle of strivers-oriented and fairness,the enterprise proposed an optimization plan for the incentive strategy,improving salary structure comprehensively,specifically optimizing channels of employees' career development,proposing specific optimization measures for the establishment of a comprehensive talents training incentive plan and improving the welfare system,meanwhile,proposing ensurance for organizational and institutional aspects.To this,we will improve the operating performance of employees,reduce employee turnover rate,and promote the development of enterprises.The innovation of this paper lies in follows: first of all,the selection of research objectives makes a breakthrough,it is not limited to the traditional contract employees of state-owned enterprises,Instead,front line employees of call center were chosen as represent,who may create main profits for the enterprise.This research has extensive reference value to the other first-line business units within the enterprises,and also can be used for other state-owned enterprises;such as banks?airlines and so on.Secondly,the traditional research methods are mainly theoretical analysis.This research has made innovation in research methods,using substantial data base for quantitative analysis,including three steps of report statistical analysis,investigation,research and field interview,also carrying out research from the outside to the inside.Finally,in terms of research perspective,this research creatively considers the influencing factors of the changes in the era of mobile internet and artificial intelligence,studies the changes in employee demand brought about by this,and puts forward corresponding employee incentive strategies and measures.