1、 摘摘 要要 12580 呼叫中心青年员工居高不下的离职率，严重影响到了 12580 呼叫中心工作 的正常运转、增加了呼叫中心的运营成本，为呼叫中心人力资源管理带来了难度， 同时给公司运营带来了较大的负面影响。本研究在访谈和问卷调查的基础上，对 12580 青年员工的离职倾向进行了研究分析， 结果发现该中心的青年员工离职倾向明 显。在青年员工离职情况的五个项目调查中： “我可能在未来一年中离开单位”选项 的平均值最大，为 3.78。青年员工离职倾向主要是受个人因素和组织因素的双重影 响。其中，从个体因素考虑：性别、年龄、职务是影响青年员工离职的重要因素。 从组织因素考虑：影响因子由高到低排列为
2、：工作人际关系、工作环境、薪酬待遇、 管理体制、绩效管理。本研究根据上述调查的数据分析和结果，提出了：搭建公司 人际交往平台、创造工作环境、提高绩效管理水平等改进完善公司人力资源管理实 效和综合水平的意见建议。 关键词：12580；青年员工；离职倾向；影响因素 1 ABSTRACT The high turnover rate of young staff in Call Center has seriously affected the normal work of call center, increased the contact center operating costs, brou
3、ght difficulty for human resources management of Call Center. At the same time, it also brought certain effect for companies operating. The present study is based on the interview and questionnaires, select a number of staff in 12580 to analysis turnover of young staff. The result as follow: Young e
4、mployee turnover tendency obvious. In the case of the five young employee turnover in the research project, “I might leave units in the next year, the average“ option for 3.78.The rate of turnover about young employee are affected by individual factors and organizational factors. Among them, from in
5、dividual factors, gender, age, the position is an important factor of young staff turnover. From the organization, the impact factor according to consider from high to low arrangement for: work of interpersonal relationship, working environment, compensation, management system, performance managemen
6、t. Finally, according to the results of the study, it put forward some measures in case of turnover, such as pay more attention to interpersonal communication, create the working environment, improve the level of performance management. keywords：12580; young staff; leaving tendency; effect factor 2 目目 录录 1 绪论 4 1.1 选题背景 . 4 1.2 研究意义 . 5 1.2.1 理论意义 . 5 1.2.2 现实意义 . 5 1.3 研究方法 . 6 1.3.1 文献分析法 . 6 1.3.2 唯物辩证的研究方法 . 6 1.3.3 问卷调查法 . 6 1.4 研究思路 . 6 2 文献综述 8 2.1 离职倾向的概念界定 . 8 2.1.1 离职的概念界定 . 8 2.1
