A Research On Employee Turnover Management For S Call Center Based On Employee Satisfaction

In order to satisfy the customers,it is crucial that the organizations satisfy the employees,especially for call centers dominated by customer care services.As labor-intensive organizations,call centers have been plagued by the high turnover-rate,which has many negative effects on the operation of enterprises.Consequently,the top priority for the call centers is to diagnose and analyze the root causes of the low employee satisfaction and to explore scientific measures to maintain a high employee retention rate.The author of this dissertation will take the on-the-job employees and resigned employees of S call center as the main investigation and analysis objects,carry out the investigation by using the methods of literature survey,questionnaire,interview and analytic hierarchy process,and carry out a comprehensive analysis from the factors affecting the job satisfaction of on-the-job employees and the resignation of resigned employees,so as to find out the factors affecting personnel satisfaction and high employee turnover rate,and put forward the improvement countermeasures.The research process of this dissertation is as follows.Firstly,starting from the characteristics and pain points of the call center industry,the research direction is determined by analyzing the domestic and global scholars;Secondly the dissertation introduces the company history and current people management of the S call center,as well as the impact to the company brought by the high turnover rate;Then it expounds the relationship between the employee satisfaction rate and turnover rate,identifies the areas of improvement by comparing and analyzing the factors of employee dissatisfaction and the factors of employee resignation,and put forward four solutions: salary structure,career development,daily management and assessment mechanism.Finally,it evaluates the effect since the implementation of employee turnover improvement measures,and summarizes the progress and deficiencies in the policy formulation and implementation process.The conclusion is that from the perspective of employee satisfaction,formulating management improvement measures can effectively predict and prevent employee turnover and reduce the turnover rate.