呼叫中心员工个体特征与离职关系研究

With the development of economy as well as the progress of science and technology, competition between enterprises is increasingly fierce, human resource is the most precious resource which has been recognized by more and more companies. For call center, human resource is more valuable. Research shows that in the cost of the call center industry, human resource cost proportion is as high as 75%. At the same time, high staff turnover rate has become the important decision factors which restrict the development of the call center. Based on the predecessors' research on employee turnover of call center, this article adopts quantitative empirical research method and selects M company call center in the telecom industry as a case, using multiple linear regression model, study and determine the influence of the individual characteristics on call center employee turnover. The results showed that: first, the call center staff's age, position, gender, education, education forms, domicile of origin and health have different degrees of influence on the working period; Second, the staff's major, graduate school and the household registration, have no effect on employee turnover of call center.