总结降低坐席流失率的三阶段工作

Summary of the Three Stages to Lower Agent Turnover Rate

21世纪,最珍贵的是人才。这句话,现在大家似乎都不再质疑了。贵,贵在哪里?这个贵,不是简单的企业支付了多少薪金给员工,而是一个高素质、高匹配度的员工给岗位带来的收益是难以预估的、是弥足珍贵的。呼叫中心本来就是劳动密集型行业,其中专业从事BPO(Business Process Outsourcing)的企业,在面对人才需求量不断扩大的同时,还要面对外包业务不确定的波动而带来的影响,因此有效降低坐席人员的流失率是一项重要的工作。

In the 21st Century the most precious is talents, A high quality and highly matching staff can create inestimable benefit for the business. Call center is labor-intensive, and specialized in BPO, it needs large amount of staffs while it have to face with the fluctuation of the outsourcing business uncertainty, Consequently how to effectively reduce the agent turnover rate is an important work.