随着市场的发展，服务模式的改变，呼叫中心行业在我国迅速发展起来。现如今公 司的主要竞争优势是人才，而呼叫中心员工的高流失，造成公司日常运营混乱，影响整 体服务质量，阻碍公司可持续发展。 本文根据国内外研究，对CZ航空公司呼叫中心员工流失问题展开探讨。通过问卷 调查和离职面谈表的分析整理，对呼叫中心员工进行深入访谈，从公司、员工个人两方 面分析存在的问题。最终用排列图全面分析出影响流失的主要因素，分别为：薪酬低、 晋升空间小、缺失归属感、员工压力大、工作单一、非行政班以及职业病，引起员工的 满意度下降，造成员工流失。 为此，制定出相应的对策。有些对策在原有基础上做了改进；有些则根据研究，符 合公司发展目标制定的新对策。主要以薪酬改革、健全晋升通道、增强员工归属感、调 节工作相关因素（减缓工作压力、丰富员工工作内容、调控工作时间及缓解职业病）为 目标，制定具体对策。同时，为保证对策实施顺畅，本文从公司多方面提出保障措施。 意在减少CZ航空公司呼叫中心员工的高流失，保证日常运营。员工的稳定，利于公司 在竞争中获得优势，保障公司健康良性发展。 关键词：航空公司；呼叫中心；员工流失；原因分析；对策研究 II STUDYONTHEREASONSANDIMPROVEMENTOFEMPLOYEETURNOVER INCZAIRLINESCALLCENTER ABSTRACT Withthedevelopmentofmarketandthechangeofservicemode,callcenterindustry developsrapidlyinChina.Nowadays,themaincompetitiveadvantageofthecompanyis talents.However,thehighturnoverofcallcenteremployeescausesthechaosofdaily operation,affectstheoverallservicequalityandhindersthesustainabledevelopmentofthe company. Basedondomesticandforeignstudies,thispaperdiscussestheproblemofemployee turnoverincallcenterofCZairlines.Throughtheanalysisandarrangementofthe questionnairesurveyandexitinterviewtable,in-depthinterviewswereconductedwiththe employeesofthecallcenter,andtheanalysiswasmadefromtwoaspects:thecompanyand theemployees.Finally,theParetochartwasusedtocomprehensivelyanalyzethemaincauses ofemployeeturnover,includinglowsalary,smallpromotionspace,lackofsenseofbelonging, highpressureofemployees,singlework,non-administrativeshiftandoccupationaldisease, whichledtothedeclineofemployeesatisfactionandemployeeturnover. Therefore,thecorrespondingcountermeasuresareworkedout.Somemeasureshave beenimprovedontheoriginalbasis;Othersarebasedonresearchthatsuggestsnewstrategies thatareinlinewiththecompany'sgoals.Itmainlyaimsatsalaryreform,improving promotionchannels,enhancementofemployees'senseofbelonging,adjustmentof work-relatedfactors(reducingworkpressure,enrichingemployees'workcontent,regulating workinghoursandalleviatingoccupationaldiseases).Atthesametime,inordertoinsurethe unhinderedimplementationofthecountermeasures,thispaperputsforwardthesafeguard measuresfromvariousaspectsofthecompany.Itisintendedtoreducethehighturnoverof CZairlines'callcenteremployeesandensuredailyoperation.Thestabilityofemployeesis conducivetothecompanytogainadvantagesinthecompetitionandensurethehealthy III developmentofthecompany. KEYWORDS：Airlines；Callcenter；Employeeturnover；Causeanalysis； Countermeasureresearch . IV 目录 摘要.............................................................................................................................................I ABSTRACT...................................................................................................................................II 第一章绪论...............................................................................................................................1 1.1研究背景..............................................................................................................................1 1.2研究目的与意义..................................................................................................................2 1.2.1研究目的...........................................................................................................................2 1.2.2研究意义...........................................................................................................................2 1.3主要研究方法......................................................................................................................3 1.4研究内容与框架..................................................................................................................4 1.4.1研究内容...........................................................................................................................4 1.4.2研究框架...........................................................................................................................4 1.5主要的创新点......................................................................................................................5 第二章相关概述及国内外研究现状......................................................................................7 2.1航空公司呼叫中心概述......................................................................................................7 2.1.1航空公司呼叫中心的概念...............................................................................................7 2.1.2航空公司呼叫中心的运营类型.......................................................................................7 2.1.3航空公司呼叫中心的发展...............................................................................................7 2.2员工流失的概念..................................................................................................................7 2.3国内外研究现状..................................................................................................................8 2.3.1国外研究现状...................................................................................................................8 2.3.2国内研究现状.................................................................................................................10 2.3.3国内外研究现状述评.....................................................................................................13 第三章CZ航空公司简介及其呼叫中心员工流失现状......................................................14 3.1CZ航空公司简介...............................................................................................................14 3.2CZ航空公司呼叫中心简介...............................................................................................15 3.3CZ航空公司呼叫中心的员工状况...................................................................................16 V 3.4CZ航空公司呼叫中心的职业类型及其特征...................................................................16 3.4.1职业类型.........................................................................................................................16 3.4.2职业特征.........................................................................................................................17 3.5CZ航空公司呼叫中心的员工流失现状...........................................................................18 第四章CZ航空公司呼叫中心员工流失的原因调查与分析..............................................20 4.1CZ航空公司呼叫中心员工流失的原因调查...................................................................20 4.1.1调查方法.........................................................................................................................20 4.1.2调查结果.........................................................................................................................21 4.2CZ航空公司呼叫中心员工流失的原因分析...................................................................24 4.2.1公司方面的原因分析.....................................................................................................24 4.2.2员工个人方面的原因分析.............................................................................................28 4.2.3员工流失原因汇总分析——排列图分析法.................................................................30 第五章改善CZ航空公司呼叫中心员工流失的对策.........................................................32 5.1改革薪酬制度....................................................................................................................32 5.1.1工资制度.