呼叫中心坐席辞职的原因

为什么坐席要辞职——13个原因

call center recruiter offers an overview of the most common reasons for agent turnover, and how to get them to stay.

呼叫中心的招聘人员给我们提供了坐席离职的普遍原因和如何留住他们的方法。

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Working at a call center is like being in a sea of penguins — you’re surrounded by many people just like you. Frontline agents often find it difficult to stand out from among the myriad employees who perform the same job. Also, in many call centers, the levels of authority are very visible, managers and supervisors seem to hold all the cards, and there is little flexibility for expressing one’s creativity or individualism. This is why it is critical to pay attention to your employees’ subtleties; to know and to acknowledge what is important to each individual and act on it.

在呼叫中心工作，就像置身于企鹅群当中，被一群和你一模一样的企鹅包围着。一线的坐席经常发现自己很难从其他坐席中脱颖而出，因为有大量的坐席都在做着同样的工作。另外，在许多电话中心里，管理层次也十分简明，经理和主管几乎大权在握，掌控了所有层面，在这种僵硬的管理体制中，很难体现一个人的创造力和个人特点、能力。这就是为什么管理者，要注意员工身上细微的甚至是小小的亮点，去了解哪些是对员工来说十分重要的东西，然后加以管理启发。

Causes of Attrition

矛盾产生的原因

Frontline turnover is one of the biggest headaches for call center managers. There are many reasons why agents quit. The following are some of the most common, along with suggestions for boosting your retention rates.

对管理者来说，一线坐席辞职是最为头疼的问题。许多原因都能导致坐席离职。下面的这些原因是最为普遍的，每个原因下面都有一些建议来降低你的人员流失率。

Highly Structured Job Environment

1.高度严密的工作环境

Call centers typically have in place strict rules on when to be on and off the phones, when to take breaks and lunch, as well as talk time and call volume goals, and call monitoring. Employees without previous experience working in this type of environment often have a difficult time adapting to it.

呼叫中心对登入、登出、小休、吃饭、通话时间、电话量都有严格的规定和监控。如果员工以前缺乏呼叫中心的工作经验就很难适应如此苛刻的工作环境。

TIP—Make realistic job previews a part of your hiring process. Explain and describe a day in the life of a call center representative. If possible, have candidates sit with a senior rep while he or she takes calls. Be sure not to oversell the job in the hopes that the positives will outweigh the negatives for the candidate.

提示——对真实工作情况事先说明是招聘工作的一部分。一定要向新员工切实地解释和描述坐席在呼叫中心一天的生活，最好让新员工坐在老员工身边旁听电话，不要向新员工过地分吹嘘在坐席工作的远大前景。

Changing Bonus Structure

改变绩效工资结构

Compensation continues to be a top cause of call center attrition. Frequent changes to the salary and bonus structure are typically intended to reflect shifting company objectives in a demanding market — yet they leave agents feeling out of control. And if employees begin to make less money on bonuses and incentives, it is the kiss of death.

工资是呼叫中心存在的主要矛盾之一。由于市场需求的变化，可能会经常调整坐席的工资结构，但如此一来，坐席会有云山雾罩，摸不着头脑的感觉，一旦坐席的工资、奖金减少，离职的日期也就快到了。

TIP—Try to make modifications over time to minimize the impact of drastic changes. Communicate often with agents to ensure that they have a clear understanding of the bonus structure and what they can do to impact their compensation.

提示：——尽量微调工资绩效，避免灾难性的变化.要经常与坐席交流，确保他们对工资绩效十分清楚，并且知道怎样做才能多拿Money。

Benefit Changes

福利的改变

Changes in benefits can range from the price of healthcare to doing away with free coffee in the break room. When employees feel that the company is taking away from what was originally promised when they were first hired, it leads to distrust and bitterness.

从医疗保险到休息室免费咖啡的取消。当坐席感觉到公司正在拿走原本属于他们的东西，或没有兑现入职时的承诺，坐席中会产生不信任和苦痛的情绪。

TIP—Communicate. Offer a full and honest explanation of the changes and involve staff in the discussion via an open forum. The key to acceptance is to understand the reasons behind the company’s decision. Even though employees will be upset, they will appreciate the fact that you took the time to speak to them and address their concerns.

提示——交流！给员工全面和真诚的解释并和员工一起探讨。能让员工接受的关键是——让员工知道公司做出如此决定的原因！

Low-balling the Employee at the Time of Hiring

招聘时，变相低价招聘。

Pay agents what they’re worth. Don’t offer a candidate what he or she asks for if it’s below what everyone else is …… 此处隐藏：11486字，全部文档内容请下载后查看。喜欢就下载吧 ……