Who can help answer the questions about the 10086 seat representative exam in Luoyang on March 14th?

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A brief discussion on the employee attrition of China Mobile 10086

The current employee attrition of China Mobile 10086 The rate is very high, basically 5 to 10 people leave every month. Especially around March every year, it is the peak period for resignations, ranging from dozens to hundreds of people, causing huge intangible losses to mobile companies.

Of course, what I want to talk about here is not to ask you to consider whether to change jobs from the perspective of the company, because everyone may think that the rise and fall of the company has nothing to do with ourselves, that’s right~! Everyone will think so, because the current salary, benefits, and career development space given to CSR by mobile companies cannot meet our needs. But some places are excluded, such as Guangdong and Zhejiang Mobile. Mobile companies only focus on creating profits for themselves, but ignore that the people who really create profits are the working people working on the front line.

CSRs have almost devoted their youth to China Mobile. They work 8 hours a day and have to arrive early. They can’t check out on time after get off work. They have to attend meetings and work overtime. At the beginning of the month, it’s even more... nervous. Every day in the small cubicle with hundreds of computers, we listen to the noise of air conditioners and computers, the curses of customers, the urging of leaders, and the rapidity of our own heartbeats. I think for every young person, this kind of pressure is really hard to bear.

So when many people have no other choice, the only way to escape is to resign. Although I left, it doesn’t matter. There are still more brothers and sisters in 10086 who are still fighting on the front line. There are many people in China. It doesn’t matter. One group has left and another group will come. A group of people have resigned. Since the concentration of 10086 in a certain province After the traditional management, the recruitment has reached 29 batches. Each batch has more than 100 people. 10086 with 300 seats has replaced almost 2,000 people in less than 2 years. The first batch of people who can persist are really rare. It is sad. .

Why are there so many problems? Why is the churn rate so high?

I think we should analyze it from two levels:

First, corporate issues.

1. We only focus on maximizing the company's interests, but ignore the maximization of employees' interests. From an economic point of view, everyone hopes to maximize their own interests.

2. There is a problem with the management system. In some areas, 10086 work schedules are unreasonable and cannot fully consider employees. Some employees have graduated from technical secondary school or high school and want to use their rest time to study at night school. 10086 also have to attend late or late nights, so conflicts arise. From the current point of view, I have never heard of anyone giving up studying for the benefit of the company. I personally think that the company should be managed in a humane manner. There can be a separate administrative team that can sign out on time in the evening. Because the time is advantageous compared to other teams, it can be distinguished in terms of performance and benefits. I'm just giving an example.

3. There is a problem with leadership. China Mobile was separated from China Telecom, so it is inevitable that there will be people with senior backgrounds. They have connections, status, and their words carry weight in 10086. Therefore, arranging the recent few operators is really a piece of cake. Even if they are not senior leaders with backgrounds, Leaders with several years of experience or high-level positions have this condition and relationship. A few days ago, a monitor on the Huayue call center forum (jump.com) vented about this matter. The people who are assigned cannot complete their work in accordance with the team's regulations and systems, which directly or indirectly affects the performance of the entire team, resulting in a decline in team performance and a lot of resentment among employees. The shift leader talked to the leader, but there was no result. No one paid attention to the complaint, so he was fired~! If I don’t have this right, I would be sorry for myself and everyone else if I don’t care. If you are tough, you don’t have the connections and confidence, and if you are soft, you are unfair to other people and will demoralize others and destroy your own prestige. Finally, after a long time, I made a decision on duty. If it didn't work, I would resign.

4. There is not much room for future development of employees. Mobile companies are large companies, Fortune 500 companies. But China's companies that have entered the world's top 500 are all state-owned enterprises. Among state-owned enterprises, there is a characteristic, that is, the difference between contract workers and regular workers. The things they do are the same, but the wages they receive are vastly different.

An ordinary training administrator will earn more than 2,000 a month, and a regular employee training manager will earn more than 5,000. Why? I have to accept this fact. Moreover, there are only a limited number of places in a province that can be regularized every year, which is almost lower than the probability of winning the welfare lottery. All CSRs feel that they can only be a shift leader or on-site manager at best, and even better, they can only be an administrative staff. But want to become a full-time employee? No way. People in 10086 say that their job is based on youth, and age is not forgiving, so they have to make early plans for their future. The future of working here is dark. Finally, I chose to resign.

5. Wrong recruitment positioning. As early as 2003, Xinjiang Mobile's 10086 recruitment required a bachelor's degree or above. Many talented college graduates came to this crowded place with full enthusiasm and hope. After working for a period of time, they found that their dreams were shattered in 10086, and reality was different from that of 10086. The gap between ideals is so big that I have to develop another way for my future. But now technical secondary schools, high schools, and technical schools are all here, but they still can’t retain people. Now the national mobile 10086 recruitment requirements are much lower than in the past in terms of academic qualifications, and the age is getting younger and younger. In Guangxi 10086 recruitment in 2005, there were actually girls born in 1987 and 1988. Think about a child who is only 17 or 8 years old, and let her bear so much pressure on the phone every day. Isn’t that suffering? Moreover, due to their young age and little social experience, their ability to solve and deal with problems is relatively weak. They are helpless when encountering problems. Moreover, some people like to go into blind alleys and think that customers are just causing trouble for them. As a result, they feel bad and depressed every day. Parents How can you not be anxious when you see your only child haggard like this? Therefore, from the perspective of the company's recruitment, it directly leads to an increase in the attrition rate. I still don't understand why a back-end service staff must be under 27 years old, or even younger, mostly around 20 years old. Such a group of people are relatively weak in terms of loyalty, social experience, interpersonal skills, calmness, coordination, emotional regulation, and soothing abilities. However, a customer service staff who answers the phone in the background does not need academic qualifications. How tall, how beautiful you are, how sweet your voice is (it can’t be too unpleasant), how young you are, but you need to be able to help customers solve problems, be able to soothe customers’ emotions, and be able to calmly deal with customers when they are furious. Problem, coordinate the problem, find out the cause and then solve the problem. How can a customer service staff who is very young comfort a person who is 20 years older than herself? Why? Even if he could say it, he couldn't feel it at all. After all, he was too young. From this point of view, why can’t mobile company 10086 recruit some married, younger, older women, or older women who have given up their children? In other words, what about recruiting some sister-in-law-level people? They have families and understand how tired others are. They have social experience and know how to deal with problems. They are older and know that finding a job is not easy. They have stable families and do not need to worry about their future. They have children and do not need to worry about their future. Resignation due to future fertility problems. They are attentive and know how to listen. They have children and know how to impress customers with motherly words.

According to the survey, the average age of the customers who received harassing calls in 10086 is between 30 and 50. There are relatively few customers in M-Zone and GSM. The customers in M-Zone are relatively young and they can’t bear to do it for a few dollars. If you call 10086 to complain or complain, most people in Global Communication are relatively well-educated, but people with human faces and animal hearts are not excluded. Therefore, there are many complaints and harassing calls from customers of Shenzhouxing. For this group of people, the ARPU value is relatively low, but if they still have nothing to do, they can call 10086 to harass them. If billing errors occur to them, people in 10086 will have thoughts of death. I once heard a recording. Xinjiang 10086 received a call from a Tianshantong user. The user was charged an extra 4 RMB 98 by China Mobile and was shut down due to insufficient account balance. Later, the 4 RMB 98 was returned to the user but could not be used. To make a power-on command, you need to save the phone bill separately. The customer called 10086 and struggled with this issue for nearly an hour. The customer service staff changed several times and the supervisor came forward to answer the phone. It ended up being a personal attack on the operator. The young operator was at a loss.

If you are a sister-in-law operator, such problems will be reduced. It cannot be said that it will not happen, but the rate will be reduced.

After all, the sister-in-law is someone who has been through this before and knows how to comfort these perverted men. She knows where these men have their weaknesses, and at least she won't make herself very tired because of such calls. I won’t go into too much detail.

Second, employee issues

1. Improper mentality. Most jobs are just for making money. Everything is about money. If you are given more, you will do it, but if you are given less, you will not do it. Of course, this is also caused by social culture and national systems. Young people born in the 1980s are now facing an unprecedented challenge in history.

2. Too much pressure. Not only do I have to answer more than 200 to 300 calls every day, but I also have to grow up surrounded by scoldings, and my salary is less than that of a beggar. Young people are already arrogant, strong, and have high self-esteem. With these pressures, their rebellious psychology becomes more and more serious. There are also some people who were very cheerful before joining 10086, but look at them a year later and have become introverted. What's more, masculine gay men, after being influenced by a large number of beautiful women and the "system", speak softer and softer. If you don't listen carefully, you would really think that it was the girl who answered the phone.

3. Too young. Regarding the future, the goals are very confused and the endurance is weak;

4. Too strong and too high in self-esteem. These psychology lead to serious regressive psychology among employees;

5. Impact of emotional problems. They are all in their 20s and are in their youthful stage of love affairs. They all long for a boyfriend or girlfriend. The majority of girls in 10086 cause a serious imbalance in the ratio. In order not to affect work, the company prohibits employees within the same 10086 from falling in love. If a couple of young men and women fall in love, one of them is destined to leave, while the other is still there. Due to scheduling issues, it is inconvenient for both parties to contact each other, and both of them resign in the end.

In addition, young people are not very rational when it comes to relationships. It is easy to bring emotional problems to work, causing relatively large mood swings. I once learned in a call center that there was a girl who had just fallen out of love and received a serious complaint from a customer. In the end, she lost her CSR salary and resigned after dropping her earphones.

In summary:

The increase in employee turnover rate in 10086 is not a unilateral problem, but requires efforts from both the company and employees.

First of all, the company must take a series of means and measures to improve the software and hardware environment of 10086 and provide more services to employees. Employees are the most important customers of the company. If the employees rebel, then the company will It's almost over. Water can carry a boat or capsize it.

Enterprises should start with their own problems first, and leaders should first examine where the problems are. Leaders can arrange family members and relatives to be in the team, but they cannot disrupt the management of the team. In addition, the thinking of leaders must also be improved. After all, your leaders are all young people.

Secondly, when recruiting, you must consider all possible things that may happen and nip them in the bud.

Third, hire psychological counseling experts for employees and hold regular psychological counseling lectures. Help employees establish a good mentality and work attitude, and establish a correct outlook on life and values. Now the country requires all primary and secondary schools to be equipped with psychological counselors, and I think companies should do the same. After all, one of the slogans of mobile companies is: Business = School + Family + Military.

Fourth, make career planning for employees. It is not necessary to develop in a mobile company, but mobile can help employees design their careers and regard 10086 work as a necessary experience for growth. Nowadays, many employees who have resigned from 10086 do not dare or do not want to write on their resumes that they have worked in 10086. Many companies say: The job of 10086 is nothing special, it is just a person who answers the phone. Anyone can do business, and anyone who receives training can do 10086 CSR. Such experience is of little use to our company. Yes, what they say is not unreasonable, but it does not mean that employees who have worked at 10086 do not have outstanding talents. I have a student who resigned from 10086. Now he is mainly studying the operation and management of call centers, and he is doing well now. But after all, there are too few such people. Many of them only see the current disadvantages, but do not see the advantages. Then the managers of Mobile 10086 should let the current employees know that there is a future in working at 10086. Although they cannot become full-time employees at Mobile, having this experience will be of great help to their future growth. I think you must want to say: We have held such training and seminars many times. Who among the current employees listens to this?

Yes, how to make them believe it? It is better to use actual examples to illustrate. The management of 10086 can collect the development status of all employees who have resigned, make a list of those who have developed better through the experience of 10086, and tell employees through a mechanism that these people are qualified. After gaining work experience in 10086, it has developed to today, so this experience still plays a certain role in the growth of employees.

If you ask current employees how long they can stay at 10086, few of them can give an accurate answer. Either you don't know, or you're not clear, or you just take it one step at a time. This has a lot to do with career planning.

So there are not a few people who leave because of lack of development. 10086HR can adopt the method of setting target time to retain employees.

That is, when helping employees design their career plans, help them design how long they should work in 10086. It is very important to provide more opportunities for training and learning, and to use internal trainers, which positions can be most improved during these times, and what skills are needed by individuals.

For example: a new employee who has just joined the company, has an outgoing personality, and his career tends to be sales, 21 years old, male.

Then you can help him design his career to take the sales-management route. Since he is young and needs to develop his character and composure, you can tell him that it is more appropriate to stay in 10086 for 2 to 3 years.

Start with incoming calls. This can improve emotional management skills, communication skills, coordination skills, expression skills, problem-solving skills, etc. In about a year, a person's ability needs to be trained in actual combat. It is not innate, nor can it be trained in a few days. But it does not rule out that some people have high understanding and strong learning ability.

Then transfer to outbound call. You can exercise your ability to reflect and sell, and learn marketing theoretical knowledge at the same time. For about 1 year, you have to rely on yourself for theoretical knowledge. Without the support of theory, any science will be empty.

Transfer to a management position, so that you can use 2 years of experience to guide subordinate employees, improve management capabilities, and communicate and coordinate with superiors and subordinates. Use your spare time to learn management, organizational behavior, planning and other knowledge that is beneficial to management. 1 year's time.

This design not only gives employees a beautiful vision, but is also easy to implement. It can also improve the quality of employees and reduce the turnover rate. At least this employee will have a more solid job within three years.

With one, you can classify employees and plan them one by one. 10086's HR can establish a detailed planning system. But now the consulting projects done by 10086 in various provinces are basically to improve service skills, organizational structure, resource integration, etc., but none of the consulting projects is to establish an employee career planning system.

Of course, what we need to pay attention to here is that we must not disappoint employees in terms of management, processes or systems. The leadership style is also important. I'm just talking about career planning here.

Fifth, internal trainers can be used to improve employee knowledge. Each 10086 has its own internal trainer, who can provide some non-business courses according to the needs of employees. After all, the employees of 10086 have less contact with the outside environment. Working in 10086, apart from answering the phone and learning new business repeatedly every day, they cannot learn anything else. Although there is a lot of training, in addition to management, it is marketing, and then it is service. Moreover, they also provide on-the-job training. Those who are not in management positions cannot take management classes, and those who are not in outbound calls cannot take telemarketing calls, etc. This is right from the perspective of the company, but from the perspective of employees, it will inevitably limit the development and learning opportunities of some employees. Of course, in order to save costs, it is not necessary to hire teachers from consulting companies. This can be done entirely by using internal trainers, so that the internal trainers can improve themselves, which is also a good thing for the employees. Mobile companies don’t necessarily have to be afraid of leaving internal trainers after investing too much in them. They can restrict them by signing contracts or receiving quarterly salaries. I think Amway, AIA, Ping An Insurance, and Huawei are better at cultivating talents.

Sixth, the leadership team must build an efficient team. When problems are reported, they should be dealt with in a timely manner, without putting pressure on middle-level managers, and should shoulder the responsibilities of senior managers.

Many middle-level managers and lower-level managers are doing a good job and have high employee satisfaction. However, once the problem involves senior management, it is difficult to solve the problem. The processing cycle is long and the answers are vague, which brings dilemma to these lower-level managers. In addition, when the company system is introduced, the leadership team must take the lead, otherwise the system will be illusory. When opinions are not unanimous, the leadership team must adopt certain mechanisms based on the environment of their own company to find a unified answer in the shortest possible time.

Seventh, the construction of corporate culture provides talents for the society. It has been five years since China joined the WTO, and foreign operators are looking at this piece of fat in mainland China. In the future of 3G, there is still a question mark as to where China's communication operators will go. The competition among enterprises in the 21st century is the competition of talents, corporate culture and services. Whoever can have a large number of talents, a good corporate culture, provide quality services to customers, and export outstanding talents to the society will be invincible. The development path of Chinese enterprises is still very long. Medium-sized enterprises collapsed in 7 or 8 years, and small enterprises disappeared in 3 or 4 years. This is witnessed by everyone. China Mobile is a state-owned enterprise, and only with the guarantee of the state can we get to where we are today. What about the future?

10086 In order to improve employee loyalty and reduce employee turnover, leaders need to put some thought into it. As for the stability of employees, I don’t think it needs to be said much about the development of an enterprise.

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