上海师范大学夜大学本科毕业论文

上海师范大学夜大学本科毕业论文 上海师范大学夜大学本科毕业论文() 诚信声明 本人郑重声明:所呈交的毕业论文(设计)，目《呼叫行业如何应对员工流失-以H公司的呼叫中心为例》是本人在指导教师的指导下，进行研究工作所取得的成果。对 作者签名: 月 日 日期: 年 I 上海师范大学夜大学本科毕业论文(设计)选题登记 II 注:本表与毕业论文(设计)一起存档，保存期为四年。 III 上海师范大学夜大学毕业论文(设计)指导记录表 学院: 法政学院 注:本表由指导教师根据毕业论文(设计)指导工作和实际指导情况填写，在指导工作完成后交学院存档，保存期四年。 - IV - 上海师范大学法政学院本科毕业论文 摘 要 随着行业竞争的加剧，客户在不断对比中对优质服务的界定标准不断提高，各 行各业的呼叫中心越来越重视自身服务品质和客户端服务感受，力争以优质服务 稳固老客户，抢夺他牌客户，发展潜在新客户。在这种趋势下，这些服务行业的 客服中心承受了极大的压力。管理层面对不断提升的接听率、客户满意度、单电 时长和投诉占比率等要求，对于一线话务员也提出了更高的要求和更严格的考核 指标。 在这个以“劳动力密集型”为典型特征的呼叫中心行业中，一切的服务都是基于 一线员工与客户端的直接沟通。一切的高标准要求也直接射向了这些一线员工。 一线员工的工作压力也随着这个行业标准的提高逐渐提升。人员的高流失率正在 不断上演。而在这个行业中，人员是最为宝贵的资源，人员管理是呼叫中心运营 管理的重要组成部分，因此，人员流失问题是因此大家普遍关注的热点。准确定 位流失原因，并采取有效的降低员工流失率也是当今呼叫中心管理人员面临 的难题。 关键词:呼叫中心;人员流失;工作压力;员工满意度 - V - Abstract With intensifying competition of the industry, customers have improved their definition of the standard constantly in contrast to the high quality services. Call centers from all walks of life pay more and more attention to their own service quality and customer experience. They strive to provide excellent services to hold old customers, to grab other brand customers, to develop potential customers. In this trend, these call center of service industry have suffered great pressure. Managers take a higher demands and stricter KPI to these CSRs from these increasing answer rate, customer satisfaction, single electricity duration and complaints of ratios. Call center is the industry which has a typical features of “labor-intensive”. Its services depend on the direct-communication between CSRs and customers. All these high standard requirements to CSRs . CSRs’working pressure increase by the gradually enhanced industry standard. High staff turnover is going on. However, human resources is the most important in this industry. People management in call center is an important part of operation management. Therefore, people erosion problem is the concern of hot spots. It is the challenge for management people to find out the reasons of people loss accurately, to search for effective measures to reduce people loss in call center. This article presents key points mainly from the staff loss situation and the impact on call center. And put forward some ideas and give some advice and solutions from analyzing the reason of people loss in call center. Key words: call center,people loss,work pressure,employee satisfaction VI