呼叫中心坐席辞职的原因.doc

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。--------------------------------------------------------------------------------此内容只有作者和已经回复此帖的浏览者能浏览：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 Environment1.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