Research On Core Employees’ Retention And Motivation Strategy Of A Call Center

As an emerging industry,the rapid development of call center has caused extensive concern of the same trade.However,as other enterprise in this region,call center also faces the keen competition in human resource part.Although this phenomenon is very common in call center,highly turnover of core employees will definitely do harm to enterprise interests and its social image.Compared with other countries,human resource management started relatively later in China,so is the research on core employees motivation.Most enterprises in China adopt traditional human resource management method.In this condition,there will be a great lack in staff career development planning,performance merit,training management and so on.That is,core employees cannot be selected in an effective and scientific way.At the same time,core employees’ motivation method cannot be used in a targeted way.Enterprises have not paid much attention on the career development plan of core employee.Generally speaking,enterprises concern this point from perspective of company interests rather than employees’.Motivation of core management staff,technology staff and new and senior employees has been carried out in a scattershot approach and ineffective way.Based on Maslow’s hierarchy of needs theory,Herzberg’s two factor theory and comprehensive incentive model theory,this paper has focused on the deep research in motivation of core employees in call center by analyzing some key indicators such as satisfaction,performance contribution and turnover rate of employees.Taking A call center as the research object,this paper also analyzed its human resource status from different perspectives.Through the establishment of four human resource management system: competence model,tissue culture system,employee career planning and performance contribution assessment system,this paper also helped A call center achieve the management goal in human resource,that is,the retention and motivation of core employees by taking employees’ satisfaction,performance contribution and turnover as main evaluation indicators.