Who can help me answer the question of Luoyang March 4th 10086 agent representative exam?

Research on Staff Turnover of China Mobile 10086

At present, the turnover rate of China Mobile 10086 is very high, with 5 to 0 people leaving every month. Especially around March every year, it is the peak of resignation, ranging from dozens to hundreds, which has caused huge intangible losses to mobile companies.

Of course, what I want to say here is not to ask you to consider whether to jump ship from the perspective of the enterprise, because everyone may think that the rise and fall of the enterprise has nothing to do with ourselves, not bad ~! Everyone will think so, because at present, mobile companies can't meet our needs in salary and career development space. However, some places are excluded, such as Guangdong and Zhejiang Mobile. Mobile companies only pay attention to creating their own profits, but ignore the people who really create profits. It is these hard-working people in the front line.

CSR almost dedicated its youth to China Mobile. He works 8 hours a day and arrives early. After work, he can't sign in on time. He also has meetings and overtime, and he is even more nervous at the beginning of each month. Every day in the small grid of hundreds of computers, listening to the noise of air-conditioned computers, listening to the abuse of customers, listening to the urging of leaders, listening to the sound of their own heartbeat. I think as a young man, such pressure is really unbearable.

So when many people have no other choice, the only way to get rid of it is to resign. It doesn't matter if I leave. There are more 10086 brothers and sisters who are still struggling in the front line. There are many people in China. It doesn't matter. There will be another batch after leaving the company, and there will be another batch after resigning. In a province, 10086 has recruited 29 batches since centralized management, each batch is almost 100, with 6,543,300 seats.

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

I think it should be analyzed from two levels:

First, the enterprise problem.

1, only pay attention to the maximization of the company's interests, but ignore the maximization of the employees' interests. From an economic point of view, everyone wants to maximize their own interests.

2. There is something wrong with the management system. In some areas 10086, the scheduling is unreasonable, and employees cannot be fully considered. Some employees graduated from technical secondary school or high school and want to go to night school in the evening, and 10086 has to go to night school or night school, so there is a contradiction. I haven't heard of anyone who doesn't study for the benefit of the enterprise. Personally, I think the company should be humanized in management, and a team can be an administrative class alone, and can settle accounts on time at night, because it has advantages over other teams in time and can be distinguished in performance and welfare. I am just giving an example.

3. There is something wrong with the leader. Mobile and telecommunications are separated, and it is inevitable that there will be people with senior backgrounds. They have connections and status, and their words carry weight in 10086. So it's really a piece of cake to arrange several operators recently. Even if you are not an old leader with a background, leaders with several years of experience or high positions have this condition and relationship. A few days ago, at the call center forum in Kazuki Watanabe musician, jump.com, a supervisor on duty was furious about this matter. The people who are arranged in can't finish the work well according to the rules and regulations of the team, which directly or indirectly affects the performance of the whole team, leading to the decline of the team's performance and heavy grievances. The shift supervisor talked to the leader, but there was no result. No one paid attention to the complaint and was dismissed ~! Without this right, no matter, I'm sorry for myself and everyone. Hard, without this relationship and self-confidence, soft, unfair to others, will also boost others' morale and undermine their own prestige. Finally, after a long time, I made a decision on duty, which was really bad. Then I'll resign.

4. There is little room for future development of employees. The mobile company is a big enterprise and one of the top 500 companies in the world. However, the top 500 enterprises in China are all state-owned enterprises. In state-owned enterprises, one characteristic is the difference between contract workers and regular workers. Everything you do is the same, but the salary you get is very different. An ordinary training administrator needs to get more than 2,000 yuan a month, and a formal worker needs to get more than 5,000 yuan for training management. Why? I have to accept this fact. Moreover, a province has a limited number of places to become a full member every year, which is almost less than the probability of winning the welfare lottery. All CSR feel that they can only be shift supervisors or site management positions at most, or even better, they can only be administrators, but they want to become full members? No 10086 people say that their job is to eat youth food, and age waits for no man, so they should make plans for their future as early as possible. The future of working here is dark. Finally, I chose to resign.

5, recruitment positioning error. As early as 2003, the recruitment of Xinjiang Mobile at 10086 required a bachelor's degree or above. Many talented college graduates came to this crowded place with full of blood and hope. After working for a period of time, they found their dreams shattered at 10086. The gap between reality and ideal is so great that they have to develop for their future. Now secondary schools, high schools and technical schools are all there, but they still can't keep people. At present, the recruitment of China Mobile 10086 is much lower than in the past, and the age is getting younger and younger. In 2005, there were 10086 and 88 girls in Guangxi. Think of a child who is only 17 and 8 years old. Isn't it a sin to put her under so much pressure on the phone every day? Moreover, due to their young age and lack of social experience, their ability to solve and deal with problems is relatively weak, and they are helpless after encountering problems. Some people like to get into a dead end and think that customers are just looking for trouble for themselves, and they are in a bad mood and depressed every day. Why don't parents worry when they see their only child so haggard? Therefore, from the perspective of company recruitment, it directly led to an increase in turnover rate. I still don't understand why a backstage service staff must be under 27, or even younger, and most of them are around 20. Such people are relatively weak in loyalty, social experience, interpersonal skills, calmness, coordination, emotional adjustment and appeasement. What a customer service staff who answers the phone in the background needs is not how highly educated, how beautiful, how sweet (not too ugly) and how young, but how to help customers solve problems, calm their emotions and explode among customers. With what? Even if I can say it, I don't understand it at all. After all, I am too young. From these perspectives, why can't the mobile company 10086 recruit some older married women, younger women or women whose children have been sold? Is to recruit some sister-in-law level people who have families, understand the fatigue of others, have social experience and know how to deal with problems. They are old and know that it is not easy to find a job. Their family is stable and they don't need to worry about the future. They have children, and they don't have to leave their jobs for future fertility problems. They are careful and know how to listen. They have children and know how to impress customers with motherly words.

According to the survey, 10086, the average age of customers receiving harassing calls is between 30 and 50, and there are fewer customers in M-Zone and Global Connect. The customers in M-Zone are young, they can't afford to fight, and they won't complain to 10086 for a few dollars. Most people in Global Connect are qualified, but cruel people are not excluded. Therefore, there are many customer complaints and harassing calls from Shenzhouxing. This kind of person's ARPU is relatively low, but they call 10086 for harassment if they have nothing to do. If the billing error occurs to them, 10086 people will have the idea of death. I once heard a recording: Xinjiang 10086 received a call from Tianshan users. Because the user was moved and deducted 4 RMB 98, he was stopped because of insufficient account balance. Later, the user was given 4 RMB 98, but it can't be used as a boot instruction, so it needs to save phone bills. The customer called 10086 recently 1 hour, and the customer service staff changed several times, and the supervisor came forward to answer the phone. Finally, it became a personal attack on operators. The young operator was at a loss.

If you are a sister-in-law operator, such problems will be reduced, but it cannot be said that it will not happen, but the proportion will be reduced. Because eldest sister-in-law, after all, has been through it and knows how to comfort these abnormal men. She knows where these men have weaknesses, at least she won't make herself tired because of such a phone call. Don't talk too much.

Second, the personnel problem.

1, the mentality is not correct. Most of the work is just to make money. Everything is money first. Pay more and you will do it. If you give less, you will not do it. Of course, this is also caused by social culture and national system. Young people born after 1980s are facing unprecedented challenges.

2. The pressure is too great. Not only do you have to answer more than 200 to 300 phone calls every day, but you also have to grow up swearing, and your salary is not as good as that of a beggar. Young people are full of energy and strong self-esteem. Coupled with these pressures, rebellious psychology is getting heavier and heavier. Some people were cheerful before entering 10086, but they became introverted after 1 year. What's more, masculine gay men, after being influenced by a lot of beautiful women and "system", speak more and more softly. If I didn't listen carefully, I really thought it was MM who answered the phone.

3, the age is too small. Treating the future, the goal is very confused and the tolerance is weak;

4, strong, self-esteem is too heavy. These psychology lead to serious employee rebellious psychology;

5. The influence of emotional problems. They are all in their twenties, in the embryonic stage of emotional problems, eager to have a boyfriend or girlfriend. However, there are many girls in 10086, which has caused a serious imbalance. In order not to affect the work, the company forbids the same internal employee to fall in love. If a couple of young men and women in 10086 fall in love, one of them is doomed to leave, while the other is still in 10086, and both of them quit because of scheduling problems.

In addition, young people are not very rational about feelings, and it is easy to bring emotional problems to work, and their emotions fluctuate greatly. I once learned in a call center that a girl had just fallen in love and received a serious complaint from a customer, which eventually led to the loss of CSR's salary and the resignation of her headphones.

To sum up:

10086 the improvement of employee turnover rate is not a unilateral problem, but requires the efforts of both enterprises and employees.

First of all, enterprises should take a series of measures to improve the software and hardware environment of 10086 and provide more services for employees. Employees are the most important customers of an enterprise. If employees rebel, the enterprise will soon be finished, and water can carry a boat and overturn it.

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

Secondly, when recruiting, we should consider all possible things to prevent problems before they happen.

Third, hire staff psychological counseling experts and hold psychological counseling lectures regularly. Help employees to establish a good mentality and work attitude, and establish a correct outlook on life and values. Now the state requires all primary and secondary schools to be equipped with psychological counseling teachers, and I think enterprises should do the same. After all, there is a slogan of mobile company: enterprise = school+family+army.

Fourth, do a good job in career planning for employees. You don't have to develop in a mobile company, but mobile can help employees design their careers and regard the work of 10086 as a necessary experience for growth. At present, many employees who leave 10086 dare not or do not want to write on their resumes that they once worked in 10086. Many companies say that working at 10086 is nothing but a telephone person. Anyone can move business, and anyone who receives training can do CSR of 10086. This experience is of little use to our company. Yes, what they said is not unreasonable, but it doesn't mean that employees who have worked in 10086 don't have excellent talents. I have a student who left from 10086, and now he mainly studies the operation and management of call centers, and he is doing well now. But after all, there are too few such people, and many of them only see shortcomings now, but they don't see advantages. Then the manager of Mobile 10086 should let the current employees know that working in 10086 is promising. Although you can't become a mobile employee, having such experience after going out will be of great help to your future growth. I think you must want to say: we have held many such trainings and seminars, and now the employees who listen to this set? That's right. How do we convince them? It is better to use practical examples to illustrate that the management of 10086 can collect the development of all employees who have left the company, list those who have developed better with the experience of 10086, and tell employees through a mechanism that these people have developed to today after having the work experience of 10086, so this experience still has a certain effect on the growth of employees.

When asked how long employees can work in 10086, few people can give a very accurate answer. Either you don't know, you don't understand, or you have to take a step by step, which has a lot to do with career planning.

Therefore, there are not a few people who leave their jobs because of lack of development. 10086 hrYou can set a target time to retain employees.

That is to say, when helping employees design their career plans, it is more appropriate to help employees design their work at 10086. It is very important to provide more training and learning opportunities and make use of internal trainers.

For example, a new employee who has just joined the company is extroverted and tends to sell. He is 2 1 year old, male.

Then you can help him design his career and take the sales management route. Because you are young, you need to exercise your character and composure, so you can tell him that 10086 is more suitable for two to three years.

Starting with the call. This can improve the ability of emotional management, communication, coordination, expression and problem solving. 1 year or so, people's ability needs practical training, not born, nor can it be cultivated in a few days. But it does not rule out that some people have high understanding and strong learning ability.

Then turn to power off. You can exercise your self-reflection ability and sales ability, and at the same time you can learn marketing theory knowledge. 1 year or so, theoretical knowledge depends on yourself. Without the support of theory, any science will be empty.

Then transfer to a management position, so that you can use 2 years of experience to guide subordinates, improve management ability, and communicate and coordinate with superiors and subordinates. Use spare time to learn management, organizational behavior, overall planning and other useful knowledge for management. 1 year.

This design not only gives employees a beautiful vision, but also is easy to realize. It can also improve the quality of employees and reduce the turnover rate. At least this employee is better than a reliable job for three years.

With one, employees can be classified and planned one by one. 10086 HR can establish a detailed planning system. But now the consulting projects of provinces 10086 are basically about improving service skills, organizational structure, resource integration and so on. But none of them are about establishing employee career planning system.

Of course, it should be noted here that employees should never be disappointed in management, process and system. Leadership style is also very important. I'm only here for career planning.

Fifth, internal trainers can be used to improve employees' knowledge. Each 10086 has its own internal trainer, who can offer some non-business courses according to the needs of employees. After all, 10086 employees have less contact with the external environment. Working in 10086, they learn nothing except answering the phone and learning new business every day. Although there is a lot of training, in addition to management, it is marketing, and then service. On-the-job training is also needed. It's not that management posts can't listen to management classes, and it's not that outbound calls can't listen to telemarketing. The same is true from the perspective of enterprises, 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, you don't have to ask a teacher from a consulting company to speak. It can be done by internal trainers, so that internal trainers can improve themselves, which is also good for employees. Mobile companies don't have to be afraid to leave if they invest too much in internal trainers. They can sign a contract or take a quarterly salary to limit it. I think Amway, AIA, Ping An Insurance and Huawei have done a good job in talent training.

Sixth, the leading group should establish an efficient team. The problem has been reflected, so we should deal with it in time, don't put pressure on middle-level managers, and take the responsibility of high-level managers. Many middle management and grass-roots management are doing well, and employees' satisfaction is also high. But once the problem involves the top, it is difficult to solve. The long processing cycle and vague answers have brought difficulties to these grass-roots managers. In addition, the introduction of the company system, the leadership must take the lead, otherwise the system exists in name only. When opinions are not unified, leading institutions should adopt certain mechanisms according to the environment of their own enterprises to find a unified answer in the shortest time.

Seventh, the construction of corporate culture provides talents for the society. Five years after China's entry into WTO, foreign operators are staring anxiously at Chinese mainland. In the future, the future of China telecom operators is still a question mark. The competition of enterprises in the 2 1 century is the competition of talents, corporate culture and services. Who 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 in an invincible position. There is still a long way to go for the development of enterprises in China. It is obvious to all that medium-sized enterprises collapsed in 1978 and small enterprises disappeared in three or four years. China Mobile is a state-owned enterprise. With the guarantee of the state, we can get here today. What about the future?

10086 in order to improve employee loyalty and reduce employee turnover rate, leaders need to spend some time. The stability of employees is very important to the development of enterprises.

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