a呼叫中心新员工流失原因与对策分析word格式论文.docxVIP

AbstractWith the rapid development of domestic call center market and on the basis of particularities of the industrial characteristics and staff composition of the call center, the high employee turnover rate has become a key influencing factor which affects the long term and stable development of the call center industry. The employment period of staff in call centers becomes shorter and shorter. The average period is one and a half year to 2 years. And the proportion of new employees which enter the center less than half a year gradually grows. Many call centers fall into the vicious circle of continuous losing and employment of employees.The paper takes new staffs in call center A as its objects, conducts researches on staff management situations in call center A on the basis of home and abroad theories as well as research overview of the call center industry, and proposes solutions of turnover of new staffs on the basis of researches. The paper firstly introduces the background, objectives and meanings of the selected topic, then, it explains basic situations on staff and organizational structure of call center A, and focuses on the management process and turnover situation of new employees. The paper divides the management process of new employees as three stages of employment, training and participation, collects data for turnover of new employees in each stage and conducts in depth analysis on reasons for turnover. According to results of analysis, by applying the psychological contract theory and in combination with the industrial characteristics of the call center, the paper designs a new mode for controlling new employee turnover; the mode emphasizes integrating the three stages of new staff management, caring psychological contract changes of new staffs, intensifying the early warning analysis. It proposes specific solutions to keep the consistency between the enterprise and the psychological contract of staffs. In the mean time, it also designs a feedba