摘要此次研究是对广州电信客服人员流失现象的研究。目的在于了解客服人员流

摘要<br>此次研究是对广州电信客服人员流失现象的研究。目的在于了解客服人员流失存在的问题，对原因进行分析后提出的解决对策，希望对客服行业的发展提供微薄之力。客服人员作为电信企业的服务窗口，它对于企业的服务质量起着决定性的作用。<br>课题研究首先是对运营商行业客服人员所处的背景进行了解探索，在此发现合理的客服人员流失对企业的发展才最有利。而现在广州电信客服的流失现象严重，对企业的发展百害而无一利。本人在网上收集相关文献总结了广州电信客服人员流失存在的问题原因分析，并结合现代科技对客服人员流失存在的问题提出解决对策。<br>公司要想留住客服人员流走的步伐，就要能够真实地了解客服人员的心声，才能真正有效地做到人员流失的有效控制。<br>对客服人员进行赋能增值能能提高员工的技能，对客服的相关性业务也更加熟练，随着技能的熟练加强，客服人员以后流向其它行业的可能性就会降低。<br>关键词：客服人员流失，广州电信，激励

摘要此次研究是对广州电信客服人员流失现象的研究。目的在于了解客服人员流失存在的问题，对原因进行分析后提出的解决对策，希望对客服行业的发展提供微薄之力。客服人员作为电信企业的服务窗口，它对于企业的服务质量起着决定性的作用。课题研究首先是对运营商行业客服人员所处的背景进行了解探索，在此发现合理的客服人员流失对企业的发展才最有利。而现在广州电信客服的流失现象严重，对企业的发展百害而无一利。本人在网上收集相关文献总结了广州电信客服人员流失存在的问题原因分析，并结合现代科技对客服人员流失存在的问题提出解决对策。公司要想留住客服人员流走的步伐，就要能够真实地了解客服人员的心声，才能真正有效地做到人员流失的有效控制。对客服人员进行赋能增值能能提高员工的技能，对客服的相关性业务也更加熟练，随着技能的熟练加强，客服人员以后流向其它行业的可能性就会降低。关键词：客服人员流失，广州电信，激励<br>

abstractThis study is a study on the phenomenon of customer service staff turnover in Guangzhou Telecom. The purpose is to understand the problems existing in the loss of customer service staff, analyze the causes and put forward the solutions, hoping to provide a modest contribution to the development of the customer service industry. As the service window of telecom enterprises, customer service personnel play a decisive role in the service quality of enterprises.First of all, the research explores the background of the customer service staff in the operator industry, and finds that a reasonable loss of customer service staff is most beneficial to the development of the enterprise. At present, the loss of customer service in Guangzhou Telecom is serious, which is harmful to the development of enterprises. I collected relevant documents on the Internet, summarized the analysis of the reasons for the loss of customer service staff in Guangzhou Telecom, and put forward solutions to the problems in the loss of customer service staff in combination with modern science and technology.If the company wants to keep the pace of customer service staff leaving, it must be able to truly understand the voice of customer service staff, so as to effectively control the staff turnover.Empowering and adding value to customer service personnel can improve the skills of employees and become more proficient in customer service related businesses. With the improvement of skills, the possibility of customer service personnel moving to other industries will be reduced.Key words: customer service staff turnover, Guangzhou Telecom, incentive.