Study On The Employment Mode Of LT Company's Call Center

In 2017,LT company has become the first army which guided the reform of state-owned enterprises' mixed ownership,introduced many important elements of high level Internet enterprises,such as the funds,technology and management and so on.In the Internet economy environment,the company established a new vision and strategic orientation,that is:the provider of wisdom life which is trusted by customers.Call center as a carrier of service channels,it's strategic orientation is that the 10010 artificial seat is the ultimate solution to the cooperative continuation service.The new orientation of call center emphasises that the strategic human resource status of call center employees is a professional team to solve the hot and difficult problems that other channels cannot solve;and it is an important channel for LT to win customers' trust.According to the theory of Strategic Human Resources:after the adjustment of Enterprise Strategy,employee management system also needs to be adjusted,including employment mode,in order to ensure the matching between these two.However,because the employment mode of LT company's call center still use "outsourcing + dispatching",the role of employers is complex;employees are lack of sense of belonging;and is excluded in LT company's strategic human resource management system.Thus,the staff of call center always has a high turnover rate,hard to recruit,low work enthusiasm,and instable performances.Employees' overall capacity continues to decrease,key performance indicators continue to decline,and is not matching to it's strategic orientation.On the basis of strategic human resource management theory,this study both use employment mode and psychological contract theory,according to the questionnaire investigation method,designed and recycled 400 questionnaires.Descriptive analysis and variance analysis were conducted on the questionnaire data,compared and analyzed the effect of employment mode and employee psychological contract status.At the end of this study,we drew a conclusion is that the existing employment mode effect of the call center is not good,and the level of employee psychological contract is unbalance.Aim at the analysis of the result,this study based on the theory of Strategic Human Resource Management,designed the transformation scheme of call center's employment model.Firstly,the basic level management positions and business core positions of call center use LT company's direct employment mode,to ensure that it has backbone for LT company to create core competitiveness of channels.Secondly,the operational positions can still adopt outsourcing mode,but it requires outsourcing companies directly sign the labor contract with employees,unified the role of employer.Thirdly,put the employment mode of call center into LT company 's strategic human resource management system,unified management,in order to open up a channel that under different employment mode,employees can promote from the business operation positions to the basic management positions,improve the level of employee psychological contract's organizational commitment.The theoretical significance of this study is to increase the recognition of how human resource management can follow the match and support the enterprises' strategic target;and to examine the strategic human resources management theory.Through this way,the cognition of the relationship between these two is deeper,besides,it provides a theoretical explanation and basis for the necessity of LT communications company call center's staff employment mode reform.Apart from that,the practical significance of the study is to combine the practical problems of strategic human resource management theory,employment mode selection theory,psychological contract theory and call center employment patterns,put forward a solution to solve the problems of mismatch of human resource strategy in call center,expanded the application scope of the above theories.