Research On The Loss Of Customer Service Personnel In The Call Center Of Company L

With the development of economic globalization,major communication operators are mainly focusing on their core business,transferring call center customer service work to outsourcing service providers.Under this opportunity,L Company has become one of the numerous outsourcing service providers in China.The call center industry is a labor-intensive industry that requires a large number of stable customer service personnel.Therefore,the loss of customer service personnel can affect the operational performance of the call center.According to data from outsourcing service providers provided by China Mobile,since the implementation of the "Management Measures for Outsourcing Service Provider Cooperation of China Mobile Online Service Co.,Ltd." in 2022,there have been changes in settlement methods and performance evaluations,resulting in a sharp increase in the loss of call center customer service personnel.The loss of customer service personnel has led to the inability to complete the center’s business indicators,increased operational costs during the process of adding manpower,reduced customer experience,decreased team morale,and affected the company’s reputation.Motivating customer service personnel and reducing churn rates is an urgent issue that L Company’s call centre needs to address.In response to the specific problems of L Company’s call center,this article reviews relevant literature,and based on the dual factor theory,expectation theory,and contingency theory,uses questionnaire surveys and interviews to understand the current situation and main problems of employee turnover in the center.From the perspective of human resource management,it analyzes the reasons for its occurrence,and finally proposes specific solutions,To improve the overall performance of the call center by motivating customer service personnel to reduce churn rates.This study found that there are insufficient motivational factors for customer service personnel;Unreasonable assessment indicators for customer service personnel;Customer service personnel have high work intensity and high pressure;The management methods of direct leaders are not scientific;Low connection rate of outbound data and difficulty in achieving performance indicators.Based on the actual situation of L Company’s call center,this article proposes corresponding solutions to address the above issues:By designing incentive factors suitable for the new generation of customer service personnel,truly caring for them,adopting creative incentive methods,and enhancing the happiness of customer service personnel in their careers;By establishing flexible assessment indicators,dividing assessment standards into differentiated levels,grasping key performance data,and doing a good job in performance management;By adding emotional management training courses,alleviate the work pressure of customer service personnel;By optimizing the strength of the management team,strengthening the self-cultivation of managers,improving the management level of direct leaders,and linking the loss of customer service personnel with the performance of direct managers;By introducing intelligent equipment and precise marketing,the loss of customer service personnel caused by data issues can be alleviated,while also alleviating the inherent cost of manpower investment;In the process of service transformation in the domestic call center industry,we hope to provide a solution to the problem of customer service personnel turnover in L company’s call center through this article,and provide some reference for the problem of customer service personnel turnover in the call center industry.