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呼叫中心属于劳动密集型产业,其人力成本通常占到运营总成本的65%左右,提高呼叫中心的人员管理能力,提升其人力资源使用效率,将有效减少呼叫中心的运营成本投入。本文主要从人员招聘、人员培训、人员维系和人员利用四个方面着手,分析人力成本的构成因素,针对性的提出各环节的人员管理建议,从而实现呼叫中心的人力成本控制目标。
The call center is a labor-intensive industry. Its labor cost usually accounts for about 65% of the total operating cost. It improves the call center’s personnel management capabilities and human resources utilization efficiency, which will effectively reduce the operating costs of the call center. In this paper, we mainly analyze the factors of manpower cost from four aspects: personnel recruitment, personnel training, personnel maintenance and personnel utilization, and propose the management suggestions of personnel in all aspects so as to achieve the goal of human cost control in call center.