Analysis On The Reasons For Employees,Turnover In The Call Center Of G Bank And Improvement Plans

Call center is an important department for banks to understand customer needs and prompt service quality,relatively speaking,it is also a special department.The working hours are almost always 8 hours or more,and most are 7*24 hours,often requiring overnight shifts.In addition,the call center has strict working requirements,using telephone recording,setting operation video,every employee’s operation will be recorded by big data.The intensity of daily work is high,especially in the peak hours such as the due date of bank credit card repayment and holidays.The intensity of work is more than twice that of daily work,or even worse.However,the bigger problem is that there is no reasonable promotion channel for call center personnel and the career development is very limited.As a result,call center personnel do not recognize this career and think it is short and cannot be developed for a long time.Therefore,this has become the biggest problem that call center personnel cannot retain.This thesis mainly analyzes the situation of the dimission staff,so as to put forward the improvement strategy of optimizing the dimission of the call center staff,which has important practical significance for the call center to reduce the dimission rate.For the call center of G Bank,the call center employees are an important part of the core competitiveness of the call center,and once they leave,the normal development of the center will be directly affected.However,the dimission of these personnel is affected by many factors.This thesis takes the dimission of the call center employees of G Bank as the research object,and takes the Price-Mueller(2000)dimission model as the basis to obtain the direct reasons affecting the dimission of the call center employees through the combination of interview and questionnaire survey.Thus,the influencing factors of employee dimission in G Bank call center are deeply discussed.Based on the research of the G bank credit card call center,draw lessons from previous departure behavior analysis based on research results,this thesis mainly discusses G bank call center employee compensation,job stress,distribution,the problem such as fairness,career advancement,and through the following measures to alleviate or solve,such as through call center personnel communicate with before and after G bank staff positions,Form the mutual flow of personnel,the front line can understand the operation mode of the background,the background can be clear about the implementation status of the front desk;Let the skilled personnel understand the market,familiar with the market equipment technology;Let the whole call center personnel circulation,participate in the development of the whole G bank,provide more and more valuable positions to enrich the career development of call center personnel.In this process,call center employees can improve themselves,improve their self-worth and social recognition.