客服人员流失原因及对策分析【参考】.doc

2014届 本 科 毕 业 论 文 百胜咨询西安分公司客服人员流失原因及对策分析 Analysis of Yum Consulting Xian Company Customer Service Staff Turnover Causes and Countermeasures 学 院：商学院 专业班级： 人力资源管理1001班 姓 名： 郑 莹 学 号： 100104130132 指导教师： 完成时间： 二〇一四年月 论文题目：百胜咨询西安分公司客服人员流失原因及对策分析 专 业：人力资源管理 学 生：郑莹 签 名： 指导教师： 签 名： 摘要 随着市场竞争的加剧，让更多的企业认识到了客户的重要性，为了提高客户满意度，更好的为客户服务，许多企业开设了代表自己新型服务的呼叫中心。但在为客户提供新型服务的同时也面临着呼叫中心高流失率的严峻形势，本文以百胜咨询西安分公司为例，分别对客服人员的技能、性别、职位进行了分析，比较哪一类客服人员的流失更为严重，通过对离职率的分析得出,客服人员流失大多数是因为没有长期的职业生涯规划，认为自我价值无法实现，没有职业认同感。而且由于考核制度较为严格，在晋升上也有一定的困难，久而久之出现职业倦怠，导致人员流失，本文通过分析客服人员流失的原因，基于Smart原则，提出解决客服人员流失的具体决策，并希望这一行业能得到社会大众的普遍的认同，获得更多理解和尊重。 关键词：客服人员；流失率；职业倦怠期 Title: Analysis of Yum Consulting Xian Company Customer Service Staff Turnover Causes and Countermeasures Major: Human resource management Name: Zheng Ying Signature: Supervisor: Signature: Abstract With the aggravation of the market competition ,more and more enterprises recognize the importance of customer, to improve customer satisfaction, better customer service ,many enterprises begin to call ceter representative of theirnew service.But in the provision of new service for customers, at the same time also faces severe form of call center high loss rate . Taking Xi'an Yum consulting company as the example, the customer service skills, gender, job analysis, Comparison of what kind of customer service staff turnover is more serious, Through the analysis of turnover rate, customer service staff mostly because no long-term occupation career planning, that the self value can not be achieved, no occupation identity. And because the examination system strictly, the promotion also has some difficulties in the course of time, emergence of occupation burnout, cause the personnel flow, this paper analyze