Case Study On Drains Of Employees In A Company X Call Center

Nowadays,with the accelerating progress of globalization,more and more large enterprise involved professional outsourcing service providers to process their non-core business.In Dalian,call center outsourcing service provider has a very big market.But it also facing many problems like difficult to train new hires,poor employee engagement and high turnover rate.This will also impact the enterprise's productivity and the attractiveness to the enterprise customers.Therefore,high employee engagement and high retention rate of outstanding employees also became a major competitive factor in attracting clients in this industry.This paper aims to analyze the head drains problem occurred in Company A.Company A has a department called X call center.It is the largest center since A company takes outsourcing service as one of their business.Almost 200 employees are working in this department.Over 10 years,this department made a very good service to their customers.However,recent years,caused by some human resource management problems,and the new changes appeared on 20 s.The management feels great challenge to educate and it's difficult to control the high staff turnover rate.The talent flow keeps at a very high speed.This paper is analyzing the head drains based on three typical cases of X call center.By analyzing the 3 cases carefully,we finalized the root cause to the problems.Based on the reasons,this paper proposed 3 reasonable solutions.Firstly,provide new hire improvement and help plan.Guide the new hire to the right behavior in work.Secondly,utilize the employee's improvement ways,build a more effective assessment function.Let the employees' performance results equal to their salary increase rate and development chances assessment.Provide more job titles to the 20 s to support them become better.Last but not the least,build the employees' development plan together with the employee.Make sure the employees can improve continuedly.This paper also provides a series of supportability measures to ensure the proposed solution can be processed in A company.Hope these solutions can help A company solve their head Drains problem.Make the company become better and develop further.