从Callcentermagazine上读到了Jennifer lovo 写的一篇关于坐席辞职的文章，看后觉得文中许多地方都有似曾相识的经历，于是试着翻译了一下，不知道大家是否也有同感？呵呵……不管有没有，这是我博客的开篇日志，也算是略有几分纪念意义。哈哈……翻译不妥、有错字的地方还请多多指教！

13 Reasons Why Agents Resign

为什么坐席要辞职——13个原因

call center recruiter offers an overview of the most common reasons for agent turnover, and how to get them to stay.

呼叫中心的招聘人员给我们提供了坐席离职的普遍原因和如何留住他们的方法。

Working at a call center is like being in a sea of penguins — you’re surrounded by many people just like you. Frontline agents often find it difficult to stand out from among the myriad employees who perform the same job. Also, in many call centers, the levels of authority are very visible, managers and supervisors seem to hold all the cards, and there is little flexibility for expressing one’s creativity or individualism. This is why it is critical to pay attention to your employees’ subtleties; to know and to acknowledge what is important to each individual and act on it.

在呼叫中心工作，就像置身于企鹅群当中，被一群和你一模一样的企鹅包围着。一线的坐席经常发现自己很难从其他坐席中脱颖而出，因为有大量的坐席都在做着同样的工作。另外，在许多电话中心里，管理层次也十分简明，经理和主管几乎大权在握，掌控了所有层面，在这种僵硬的管理体制中，很难体现一个人的创造力和个人特点、能力。这就是为什么管理者，要注意员工身上细微的甚至是小小的亮点，去了解哪些是对员工来说十分重要的东西，然后加以管理启发。

Causes of Attrition

矛盾产生的原因

Frontline turnover is one of the biggest headaches for call center managers. There are many reasons why agents quit. The following are some of the most common, along with suggestions for boosting your retention rates.

对管理者来说，一线坐席辞职是最为头疼的问题。许多原因都能导致坐席离职。下面的这些原因是最为普遍的，每个原因下面都有一些建议来降低你的人员流失率。

Highly Structured Job Environment

1.高度严密的工作环境

Call centers typically have in place strict rules on when to be on and off the phones, when to take breaks and lunch, as well as talk time and call volume goals, and call monitoring. Em­ployees without previous experience working in this type of environment often have a difficult time adapting to it.

呼叫中心对登入、登出、小休、吃饭、通话时间、电话量都有严格的规定和监控。如果员工以前缺乏呼叫中心的工作经验就很难适应如此苛刻的工作环境。

TIP—Make realistic job previews a part of your hiring process. Explain and describe a day in the life of a call center representative. If possible, have candidates sit with a senior rep while he or she takes calls. Be sure not to oversell the job in the hopes that the positives will outweigh the negatives for the candidate.

提示——对真实工作情况事先说明是招聘工作的一部分。一定要向新员工切实地解释和描述坐席在呼叫中心一天的生活，最好让新员工坐在老员工身边旁听电话，不要向新员工过地分吹嘘在坐席工作的远大前景。

Changing Bonus Structure

改变绩效工资结构

Compensation continues to be a top cause of call center attrition. Frequent changes to the salary and bonus structure are typically in­tended to reflect shifting company objectives in a demanding market — yet they leave agents feeling out of control. And if employees begin to make less money on bonuses and incentives, it is the kiss of death.

工资是呼叫中心存在的主要矛盾之一。由于市场需求的变化，可能会经常调整坐席的工资结构，但如此一来，坐席会有云山雾罩，摸不着头脑的感觉，一旦坐席的工资、奖金减少，离职的日期也就快到了。

TIP—Try to make modifications over time to minimize the impact of drastic changes. Com­municate often with agents to ensure that they have a clear understanding of the bonus structure and what they can do to impact their compensation.

提示：——尽量微调工资绩效，避免灾难性的变化.要经常与坐席交流，确保他们对工资绩效十分清楚，并且知道怎样做才能多拿Money。

Benefit Changes

福利的改变

Changes in benefits can range from the price of healthcare to doing away with free coffee in the break room. When employees feel that the company is taking away from what was originally promised when they were first hired, it leads to distrust and bitterness.

从医疗保险到休息室免费咖啡的取消。当坐席感觉到公司正在拿走原本属于他们的东西，或没有兑现入职时的承诺，坐席中会产生不信任和苦痛的情绪。

TIP—Communicate. Offer a full and honest explanation of the changes and involve staff in the discussion via an open forum. The key to acceptance is to understand the reasons behind the company’s decision. Even though employees will be upset, they will appreciate the fact that you took the time to speak to them and address their concerns.

提示——交流！给员工全面和真诚的解释并和员工一起探讨。能让员工接受的关键是——让员工知道公司做出如此决定的原因！

Low-balling the Employee at the Time of Hiring

招聘时，变相低价招聘。

Pay agents what they’re worth. Don’t offer a candidate what he or she asks for if it’s below what everyone else is making.

给坐席应得的工资。如果招聘时，应聘者要求的工资比公司制定的工资标准要低，不要以应聘者提出的低工资来聘用他。

TIP—Employees always talk about how much they make so don’t take ad­vantage just because the candidate did not ask for much and did not counter-offer. When employees find out that they’ve been low-balled in their salary offer, they will feel betrayed.

提示：——虽然应聘者要求的工资低，或者他没有和招聘者调价还价，但不要利用这一点。坐席总是会互相谈论他们挣多少钱，当他发现自己比其他人挣得少时，会有被骗的感觉。

Call Burn-out

身心疲惫

The repetitiveness of the calls, coupled with the stress that comes with dealing with difficult callers, leads to burn-out.

重复不断的来电，加之与难缠的客人打交道，都会导致坐席身心疲惫。

TIP—Create a bonus structure that will keep agents focused on reaching their goals. Continuously encourage and motivate your employees with small but meaningful gestures to let them know you care and appreciate their hard work.

提示——建立奖励机制，使坐席能够集中精力，甚至把全部精力用在完成奖励目标上，由此避免产生其他的情绪。不断地，甚至微小的、有意义的鼓励和激励，哪怕是一个手势，也能使坐席感受到你在关心他们，你在感谢他们的辛勤劳动。

Lack of Growth Potential

发展潜力

In employee surveys, the lack of career opportunities frequently lands in the top five reasons for leaving a job. Experienced agents often feel like they’ve hit the glass ceiling when they’ve acquired all the skills they need and, no matter what they do, there is no chance of promotion.

在对员工的调查中发现，缺少发展空间是员工离职的五个主要原因之一。当有经验的坐席、老员工学会了所有技能，但即使再怎么努力，也没有被提升的机会，此时，他们就会感觉到在这个公司发展的空间到头了。

TIP—This is where very open and honest communication comes into play. Make sure that you have the pulse on your group. Be aware of those agents who have been with the company for a long time. How do they feel? What do they think about the progress that they may have made? If they’re interested in a leadership role, how can you help them to develop for the next open spot?

提示——经常性的、真诚的交流此时需要及时的跟进。你要掌握你的团队的动态，把握小组的脉搏。对老员工，要了解他们的感受、他们的进步；如果他们对领导的角色很感兴趣，你如何帮助他们进一步发展呢？

If supervisor positions or promotions are scarce in your company, then perhaps you can offer the opportunity to work on or lead a project. Senior-level agents want to be in a role where they can feel empowered and responsible. Con­sider delegating some of your managerial tasks to veteran agents to provide them with new challenges — ask them to run a team, represent a training session, create a contest, lead the team for a day, etc.

如果主管的职位或者晋升的机会很少，请你提供一些机会让他们来展现才能，或让他们参与领导一个项目。老员工需要一个有一定权利、可以施展能力并担负一定责任的职位。让他们代理解决一些管理的问题，给他们一些新的挑战，让他们去运作一个团队，出席一个培训会，主办一次竞赛，在一天之内让他们来指挥一次团队，等等。

Attrition

矛盾

It is ironic, but attrition creates attrition for two reasons: Agents get recruited by former coworkers or, worse, they leave because everyone else is leaving, which must mean that something is wrong with the company. Constant turn­over has a negative impact on the agents who stay because of in­creased work loads.

很有讽刺意味，矛盾产生矛盾，原因如下：1.坐席由老员工介绍而来，同时，更糟的是，因为其他人（老员工）离职了，大家都跟着离职，这样的呼叫中心肯定有什么问题。不断地有人离职，对在职的坐席来说是一种负面的影响，因为人少了，剩下的人就要干更多的活。

TIP—Work closely with your staff in trying to anticipate the changes that a fluctuating team might cause. Involve your agents in centerwide changes at the planning stage. Let them know that their feedback is valuable. Most of all, keep them informed. Communicate frequently and honestly — make sure that the news they hear comes from you, and not from rumors.

提示——紧密地与你的员工工作在一起，及时地预测掌握可能产生的变动。让坐席参与到中心范围内战略阶段性的计划当中。让坐席知道他们的反馈是十分重要的。最重要的是让他们参与进来。不断地真诚的交流，确保他们听到的消息是从你那听来的，而不是从其他地方听来的小道消息。

Lack of Professionalism in the Work Environment

在工作环境中缺少职业精神

Some employees are excessively comfortable in their work environment, which can make others feel ill at ease. Lack of professionalism can include the way that agents dress, how their individual work areas are decorated, or just a lack of courtesy in how they speak to and treat one another — any or all of which might cause some employees to look for a better work environment.

一些坐席在他自己的工作环境中显地过分舒适”，这会让其他坐席觉得难受。这就是缺少职业精神，比如坐席怪异的着装，个人工作区过分的环境布置和装饰，或者同其他坐席讲话时缺少谦虚的态度，这些都会使员工辞职，去寻找一个更好的工作环境。

TIP—Ask agents to emulate the same professional and courteous behavior that they use with callers with each other. Set internal customer service standards for the work environment and uphold them. Consistency is crucial in managing staff expectations regarding the work environment.

提示——要求坐席学习、效仿一些职业化、谦虚礼貌的举止行为，不仅把这些行为用于对待客人，也要同样用于对待内部员工，一定要支持这种做法。坚持不懈-才是管理、提升坐席良好工作环境、氛围的关键。

Rumors About the Company’s Stability

动摇公司的谣言

Most employees either know someone who has been laid off or have been through the experience themselves. When a company fails to communicate, makes too many unexplained changes or is undergoing a merger, employees will choose to leave rather than risk being let go. Even if the rumors are not true, by the time management catches wind of it, a good number of employees could easily be lost.

大部分的坐席都知道谁辞职了，谁被辞退了。发生了太多的变化，而没有相应的解释，员工会选择离开而不是对眼前的变化漠然视之。即便传闻是假的，等到管理层发现了这个现象，一批好的员工也已经离职了。

TIP—The lack of communication sparks most rumors, so communicate as much information as possible. Make sure your agents know the organization’s current status and strategy, leadership direction and reasons behind any recent or upcoming changes.

提示——缺少沟通会产生谣言，所以尽可能地多交流信息。确保你的坐席知道中心目前的状况、战略、领导方向、任何现有变化、即将发生的变革及其产生的原因。

If you keep your agents in the dark, they’ll start to assume, theorize and come up with their own conclusions. Your employees will not only be misled, they’ll also influence anyone who listens.如果你总是把坐席蒙在鼓里，他们在揣测中会产生他们自己的假设和理论，他们有可能被错误的诱导，甚至影响到更多的人。

今天估计翻不完了，先到这吧……

Low Morale

士气低下

There are many factors that produce low morale in the call center: high call volume, lack of or poor leadership, high absenteeism, low pay and dealing with irate callers are just a few. Stress also comes from working in an environment where the supervisors and managers are always tense and focused on the numbers.

许多因素会造成呼叫中心士气低下：高居不下的来电量，低水平的领导能力,较高的迟到率（低遵时率）和发怒的客人来电等等.如果管理者总是紧盯数字，把全部的精力全都放到提高那些数字指标上也会给坐席施加很大的压力。

TIP—Don’t let the stress and worries of your job filter down to your agents. Your main role is to encourage agents to do the best they can. Remember to praise your staff frequently and find ways to keep motivation levels high.

提示——不要把你工作中的压力和焦虑渗透给坐席。你的主要角色是鼓励坐席做得更好。记住经常表扬你的员工,不断用更高的水平来激励他们。

Inadequate New-Hire Training

新员工培训时间过短

In the rush to fill empty seats, many times, new agents are rushed through the training process and expected to produce results in a relatively short amount of time.

由于人员不够，匆忙地招聘新人,短促的培训之后就把新人推向了一线。

TIP—Don’t set employees up to fail. Keep in mind that character over com­petence has the highest pay off in the long run. Candidates with the personality traits that you’re looking for, and who fit well within the culture of the call center, are worth the time investment. Make sure new-hires have all the necessary tools to hit the ground running and succeed. Track the effectiveness of your initial training process and try to customize it as much as possible to each new-hire.

提示：——不要把坐席推进你设计好的失败陷阱”，从长远来看，有能力胜任的坐席才能带给你高回报；符合你要求，有特点，能很好适应中心文化的坐席是值得你去投资和培养的。确保新员工能够得到所有必要的帮助来快速地适应新的工作环境并取得成功。跟踪你初次培训的效果，为新员工制合适的培训流程。

Fear of Retaliation following a Conflict with a Supervisor or Coworker

与上司或同事发生分歧后害怕遭到报复

Employees will only share information when they believe that they can tell their manager about workplace concerns without fear of retaliation. If a dispute with or complaint against a coworker or supervisor arises, in many cases, the employee will choose to leave rather than risk facing an uncomfortable situation at work.

只有坐席确信不会遭到报复的时候，他才会和领导谈论、分享他的信息和对中心的看法。如果和上级或者同事发生了分歧或者争吵,通常情况下，坐席会选择离开而不是冒险面对一个让自己不舒服的工作环境。

TIP—Open communication is the foundation of a positive workplace culture. Create an environment in which agents feel that they can speak their concerns directly with their manager without the fear of retaliation. Make sure that all of your supervisors have a clear understanding of the company’s policy on handling complaints and disputes, and that HR has a strong presence within the call center.

提示——积极的企业文化是建立在开放的交流机制之上的。创建一个环境：坐席可以直接谈论他们关心的事情，而不会引起上级和领导的不满。同时也要确保上级和领导很明确公司关于处理投诉和争议的政策，人力资源部门也要在中心起到重要的作用。

Ambiguous Job Performance Feedback

模糊的绩效考核反馈

Agents want to know how they’re doing and to be recognized for their contributions. Fuzzy feedback during performance evaluations contributes to low morale and poor performance. A classic example is the agent who hits and even exceeds all the performance measures, but isn’t promoted because he is just not management material.”

坐席想知道他们表现得怎么样，想要自己的努力和贡献得到认同。对坐席表现的模糊的反馈会导致坐席士气低下甚至表现越来越差。一个典型的例子，当坐席的表现超过了所有绩效指标，但是他却得不到提升,原因就是他含混地被告知——他不是当领导的材料。

TIP—Give agents specific information that can be used constructively. De­scribe the behavior, not the personality or attitude, and give specific examples of what they can improve on. Ad­dress areas where improvement is needed, outline your expectations for improvement and how you intend to help the employee meet them.

提示——给坐席提供一些专门的建设性的信息。分析一个坐席的行为而不是他的个性或者态度，教给他们专门的例子，告送他们如何提高。指出他需要提高的地方，告送他你期望他提高的方向，并且告送他你要如何帮助他来达到目的。

Being honest and direct adds value for the employee. Although it may be uncomfortable to have the conversation, as a manager you have nothing to gain and a lot to lose by not letting the agent know exactly why he keeps getting turned down for the next level.

真诚、直爽地帮助坐席提高（不知道这句怎么翻合适，望高手指教 ）。虽然这么谈话有点别扭，但是一定要让坐席知道他屡次被拒绝的原因，否则你除了失去一无所获。

Your goal should be a positive culture

你的目标应该是创建积极的文化氛围

The costs involved with continually replacing agents can cripple a call center. Although you can’t always control all of the reasons why employees leave, in today’s market, it’s imperative to hold on to your valued agents and continue to develop and motivate them. 坐席的频繁流动会使呼叫中心的成本控制陷入困境。虽然你不能掌控坐席的去留，但是你必须要留住你最有价值的坐席，不断地激励他们向前发展、提高。

TIP—Focusing on opportunities to create an environment where our employees enjoy coming to work each day should not only be our goal, but our responsibility as employers.

提示：——创建一个所有员工每天都愿意来工作的环境，不仅是我们的责任，更是我们的目标！

终于翻完了，好累，零点了，感想以后有时间再说了，睡觉了。

日志原文：http://altruism.blog.sohu.com/106572710.html