受管理、环境等原因的限制，以及客服自身的强服务属性，客服中心一线员工的流失率 一直存在并在不断提高。因此如何保障客服中心一线员工的稳定，降低客服中心一线员工的 流失率成为当前客服中心企业重点研究的问题。 本文结合员工流失理论及人力资源管理理论等相关理论，通过问卷调查法、访谈法等调 查方法，对SY客服中心一线员工流失的原因进行了深入的研究，得出的结论如下，在SY客 服中心一线员工流失的原因中，不同类型的一线员工有着不同的流失原因。在充分结合层次 分析法研究之后，计算出了不同流失原因的权重。最后结合具体的原因提出了SY客服中心 一线员工流失问题的解决策略，共为五点，分别是优化薪酬结构，提升薪酬竞争力；加强科 学排班制度建设，提升工作环境与住宿环境；扩宽员工晋升空间，建立职业生涯发展体系； 创新绩效考核体系，明确权责划分；充分进行人力资源市场行业分析，引导员工正确的服务 意识。 关键词：一线员工，流失率，流失原因，对策建议 SY客服中心一线员工流失状况分析及应对策略 II ABSTRACT Restricted by management, environment and other reasons, as well as the strong service attributes of customer service itself, the turnover rate of front-line staff in customer service center has always existed and is constantly increasing. Therefore, how to ensure the stability of the first-line staff of the customer service center and reduce the turnover rate of the first-line staff of the customer service center has become a key research problem in the current customer service center enterprises. Combining with employee turnover theory and human resource management theory, this paper makes an in-depth study on the reasons of staff turnover in SY customer service center through questionnaire survey method, interview method and so on. The conclusion is as follows: among the reasons for the loss of front-line staff in SY customer service center, different types of front-line staff have different reasons for loss. After fully combining with the Analytic Hierarchy Process, the weight of different loss causes is calculated. Finally, according to the specific reasons, the paper puts forward the solution strategy of the first-line staff turnover problem in SY customer service center. School scheduling system construction, improve the working environment and accommodation environment; broaden the staff promotion space, establish a career development system; innovative performance appraisal system, clear division of responsibilities and responsibilities; fully carry out human resources market industry analysis, guide staff correct service awareness. Key words: First-line staff, turnover rate, loss reasons, countermeasures and suggestions 南京航空航天大学硕士学位论文 III 目 录 第一章 绪论 ..................................................................................................................................... 1 1.1选题背景 ............................................................................................................................. 1 1.2选题意义 ............................................................................................................................. 1 1.3研究现状 ............................................................................................................................. 2 1.3.1国外研究现状 .......................................................................................................... 2 1.3.2国内研究现状 .......................................................................................................... 3 1.3.3 文献评述 ................................................................................................................. 5 1.4研究内容与研究方法 ......................................................................................................... 6 1.4.1研究内容 .................................................................................................................. 6 1.4.2研究方法 .................................................................................................................. 6 1.5技术路线 ............................................................................................................................. 7 第二章 相关理论概述 ..................................................................................................................... 8 2.1 员工流失 ............................................................................................................................ 8 2.1.1 员工流失的概念 ..................................................................................................... 8 2.1.2员工流失的类型 ...................................................................................................... 8 2.1.3 员工流失的原因 ..................................................................................................... 9 2.2客服中心及客服中心一线员工的概念 ........................................................................... 13 2.2.1 客服中心的概念 ................................................................................................... 13 2.2.2 一线员工的概念 ................................................................................................... 13 2.2.3 客服中心一线员工的分类及特征 ....................................................................... 14 2.3 员工流失管理 .................................................................................................................. 15 2.3.1 员工流失管理的概念 ........................................................................................... 15 2.3.2 员工流失管理的方法 ........................................................................................... 15 2.4 相关理论 .......................................................................................................................... 16 2.4.1 层次需求理论 ....................................................................................................... 16 2.4.2 激励理论 ............................................................................................................... 16 2.4.3 本文所归纳的员工流失模型 ............................................................................... 17 第三章 SY客服中心人力资源管理及一线员工流失现状 ......................................................... 19 3.1 SY客服中心概况 ............................................................................................................. 19 3.1.1 SY客服中心简介 .................................................................................................. 19 SY客服中心一线员工流失状况分析及应对策略 IV 3.1.2 SY客服中心组织结构........................................................................................... 20 3.2 SY客服中心人力资源管理现状 ...................................................................................... 21 3.2.1 招聘 ....................................................................................................................... 21 3.2.2 沟通渠道................................................................................................................ 22 3.2.3 福利薪酬................................................................................................................ 22 3.2.4 绩效考核................................................................................................................ 22 3.2.5 培训及离职 ............................................................................................................ 23 3.3 SY客服中心一线员工特征及流失率现状 ...................................................................... 23 3.3.1 SY客服中心一线员工特征 ................................................................................... 23 3.3.2 SY客服中心一线员工流失率现状 ....................................................................... 24 3.3.3 SY客服中心一线员工流失的后果 ....................................................................... 25 3.4 本章小结 .......................................................................................................................... 26 第四章 SY客服中心一线员工流失的原因分析 ...........