Research On The Recruiting Management For HLCS Of CE Call Center

As the labor-intensive, technology-intensive and business intensive industry, no one call center can grow out of the present predicament of talent shortage. As one of the country’s largest call center, CE has facedto the similar difficulties. CE with the expansion of its business in these two years, its front-line employees which is named hot line customer service staffs(hereinafter, HLCS) force is becoming stronger and stronger. Now HLCS has taken up 90% of the whole staff, who imposes great pressure to the recruiting management. To go further, up to 15% of the monthly turnover rate of interns and about 45% of the completion rates of recruitment, are also the biggest headaches at CE, especially at recruitment department. Then, how to optimize the management model, recruit suitable and enough HLCS, ensure the stability of the staff and ensure good development of the enterprise is the most urgent problem that CE must face now.CE Call center is the professional call center under International Elite. This thesis is a case study based on human resources background of CE Call center. It should be known CE’s organizational structure, HR management mechanism and basic information of HLCS. The author made interviews with the managers and staffs in HR department and business department, to collect the related date and information, through analysis, and last summarize the problem of recruiting management. By analyzing aspects of holistic HR system, the role of HR department, competence models, recruitment assessment mechanism, employment channel, degree of talent-post match and the reasons of employee turnover, the author have founded out the root of each problem. At last, the author will put forward an improvement program, integrated with the earlier analysis and particular status in CE. This thesiswill offer the important referenced value in recruitment management for other call center.