從Callcentermagazine上讀到了Jennifer lovo 寫的一篇關于坐席辭職的文章，看后覺得文中許多地方都有似曾相識的經歷，于是試著翻譯了一下，不知道大家是否也有同感？呵呵……不管有沒有，這是我博客的開篇日志，也算是略有幾分紀念意義。哈哈……翻譯不妥、有錯字的地方還請多多指教！
13 Reasons Why Agents Resign
為什么坐席要辭職——13個原因
call center recruiter offers an overview of the most common reasons for agent turnover, and how to get them to stay.
呼叫中心的招聘人員給我們提供了坐席離職的普遍原因和如何留住他們的方法。
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，就像置身于企鵝群當中，被一群和你一模一樣的企鵝包圍著。一線的坐席經常發(fā)現自己很難從其他坐席中脫穎而出，因為有大量的坐席都在做著同樣的工作。另外，在許多電話中心里，管理層次也十分簡明，經理和主管幾乎大權在握，掌控了所有層面，在這種僵硬的管理體制中，很難體現一個人的創(chuàng)造力和個人特點、能力。這就是為什么管理者，要注意員工身上細微的甚至是小小的亮點，去了解哪些是對員工來說十分重要的東西，然后加以管理啟發(fā)。
Causes of Attrition
矛盾產生的原因
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.
對管理者來說，一線坐席辭職是最為頭疼的問題。許多原因都能導致坐席離職。下面的這些原因是最為普遍的，每個原因下面都有一些建議來降低你的人員流失率。
Highly Structured Job Environment
1.高度嚴密的工作環(huán)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.
呼叫中心對登入、登出、小休、吃飯、通話時間、電話量都有嚴格的規(guī)定和監(jiān)控。如果員工以前缺乏呼叫中心的工作經驗就很難適應如此苛刻的工作環(huán)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——對真實工作情況事先說明是招聘工作的一部分。一定要向新員工切實地解釋和描述坐席在呼叫中心一天的生活，最好讓新員工坐在老員工身邊旁聽電話，不要向新員工過地分吹噓在坐席工作的遠大前景。
Changing Bonus Structure
改變績效工資結構
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.
工資是呼叫中心存在的主要矛盾之一。由于市場需求的變化，可能會經常調整坐席的工資結構，但如此一來，坐席會有云山霧罩，摸不著頭腦的感覺，一旦坐席的工資、獎金減少，離職的日期也就快到了。
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：——盡量微調工資績效，避免災難性的變化.要經常與坐席交流，確保他們對工資績效十分清楚，并且知道怎樣做才能多拿Money。
Benefit Changes
福利的改變
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.
從醫(yī)療保險到休息室免費咖啡的取消。當坐席感覺到公司正在拿走原本屬于他們的東西，或沒有兌現入職時的承諾，坐席中會產生不信任和苦痛的情緒。
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！給員工全面和真誠的解釋并和員工一起探討。能讓員工接受的關鍵是——讓員工知道公司做出如此決定的原因！
Low-balling the Employee at the Time of Hiring
招聘時，變相低價招聘。
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.
給坐席應得的工資。如果招聘時，應聘者要求的工資比公司制定的工資標準要低，不要以應聘者提出的低工資來聘用他。
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：——雖然應聘者要求的工資低，或者他沒有和招聘者調價還價，但不要利用這一點。坐席總是會互相談論他們掙多少錢，當他發(fā)現自己比其他人掙得少時，會有被騙的感覺。
Call Burn-out
身心疲憊
The repetitiveness of the calls, coupled with the stress that comes with dealing with difficult callers, leads to burn-out.
重復不斷的來電，加之與難纏的客人打交道，都會導致坐席身心疲憊。
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——建立獎勵機制，使坐席能夠集中精力，甚至把全部精力用在完成獎勵目標上，由此避免產生其他的情緒。不斷地，甚至微小的、有意義的鼓勵和激勵，哪怕是一個手勢，也能使坐席感受到你在關心他們，你在感謝他們的辛勤勞動。
Lack of Growth Potential
發(fā)展?jié)摿?/b>
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.
在對員工的調查中發(fā)現，缺少發(fā)展空間是員工離職的五個主要原因之一。當有經驗的坐席、老員工學會了所有技能，但即使再怎么努力，也沒有被提升的機會，此時，他們就會感覺到在這個公司發(fā)展的空間到頭了。
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——經常性的、真誠的交流此時需要及時的跟進。你要掌握你的團隊的動態(tài)，把握小組的脈搏。對老員工，要了解他們的感受、他們的進步；如果他們對領導的角色很感興趣，你如何幫助他們進一步發(fā)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.
如果主管的職位或者晉升的機會很少，請你提供一些機會讓他們來展現才能，或讓他們參與領導一個項目。老員工需要一個有一定權利、可以施展能力并擔負一定責任的職位。讓他們代理解決一些管理的問題，給他們一些新的挑戰(zhàn)，讓他們去運作一個團隊，出席一個培訓會，主辦一次競賽，在一天之內讓他們來指揮一次團隊，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.
很有諷刺意味，矛盾產生矛盾，原因如下：1.坐席由老員工介紹而來，同時，更糟的是，因為其他人（老員工）離職了，大家都跟著離職，這樣的呼叫中心肯定有什么問題。不斷地有人離職，對在職的坐席來說是一種負面的影響，因為人少了，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——緊密地與你的員工工作在一起，及時地預測掌握可能產生的變動。讓坐席參與到中心范圍內戰(zhàn)略階段性的計劃當中。讓坐席知道他們的反饋是十分重要的。最重要的是讓他們參與進來。不斷地真誠的交流，確保他們聽到的消息是從你那聽來的，而不是從其他地方聽來的小道消息。
Lack of Professionalism in the Work Environment
在工作環(huán)境中缺少職業(yè)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環(huán)境中顯地過分舒適”，這會讓其他坐席覺得難受。這就是缺少職業(yè)精神，比如坐席怪異的著裝，個人工作區(qū)過分的環(huán)境布置和裝飾，或者同其他坐席講話時缺少謙虛的態(tài)度，這些都會使員工辭職，去尋找一個更好的工作環(huán)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——要求坐席學習、效仿一些職業(yè)化、謙虛禮貌的舉止行為，不僅把這些行為用于對待客人，也要同樣用于對待內部員工，一定要支持這種做法。堅持不懈-才是管理、提升坐席良好工作環(huán)境、氛圍的關鍵。
Rumors About the Company’s Stability
動搖公司的謠言
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誰辭職了，誰被辭退了。發(fā)生了太多的變化，而沒有相應的解釋，員工會選擇離開而不是對眼前的變化漠然視之。即便傳聞是假的，等到管理層發(fā)現了這個現象，一批好的員工也已經離職了。
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——缺少溝通會產生謠言，所以盡可能地多交流信息。確保你的坐席知道中心目前的狀況、戰(zhàn)略、領導方向、任何現有變化、即將發(fā)生的變革及其產生的原因。
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.如果你總是把坐席蒙在鼓里，他們在揣測中會產生他們自己的假設和理論，他們有可能被錯誤的誘導，甚至影響到更多的人。
今天估計翻不完了，先到這吧……
Low Morale
士氣低下
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.
許多因素會造成呼叫中心士氣低下：高居不下的來電量，低水平的領導能力,較高的遲到率（低遵時率）和發(fā)怒的客人來電等等.如果管理者總是緊盯數字，把全部的精力全都放到提高那些數字指標上也會給坐席施加很大的壓力。
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——不要把你工作中的壓力和焦慮滲透給坐席。你的主要角色是鼓勵坐席做得更好。記住經常表揚你的員工,不斷用更高的水平來激勵他們。
Inadequate New-Hire Training
新員工培訓時間過短
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.
由于人員不夠，匆忙地招聘新人,短促的培訓之后就把新人推向了一線。
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：——不要把坐席推進你設計好的失敗陷阱”，從長遠來看，有能力勝任的坐席才能帶給你高回報；符合你要求，有特點，能很好適應中心文化的坐席是值得你去投資和培養(yǎng)的。確保新員工能夠得到所有必要的幫助來快速地適應新的工作環(huán)境并取得成功。跟蹤你初次培訓的效果，為新員工制合適的培訓流程。
Fear of Retaliation following a Conflict with a Supervisor or Coworker
與上司或同事發(fā)生分歧后害怕遭到報復
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.
只有坐席確信不會遭到報復的時候，他才會和領導談論、分享他的信息和對中心的看法。如果和上級或者同事發(fā)生了分歧或者爭吵,通常情況下，坐席會選擇離開而不是冒險面對一個讓自己不舒服的工作環(huán)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——積極的企業(yè)文化是建立在開放的交流機制之上的。創(chuàng)建一個環(huán)境：坐席可以直接談論他們關心的事情，而不會引起上級和領導的不滿。同時也要確保上級和領導很明確公司關于處理投訴和爭議的政策，人力資源部門也要在中心起到重要的作用。
Ambiguous Job Performance Feedback
模糊的績效考核反饋
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.”
坐席想知道他們表現得怎么樣，想要自己的努力和貢獻得到認同。對坐席表現的模糊的反饋會導致坐席士氣低下甚至表現越來越差。一個典型的例子，當坐席的表現超過了所有績效指標，但是他卻得不到提升,原因就是他含混地被告知——他不是當領導的材料。
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——給坐席提供一些專門的建設性的信息。分析一個坐席的行為而不是他的個性或者態(tài)度，教給他們專門的例子，告送他們如何提高。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幫助他來達到目的。
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.
真誠、直爽地幫助坐席提高（不知道這句怎么翻合適，望高手指教 ）。雖然這么談話有點別扭，但是一定要讓坐席知道他屢次被拒絕的原因，否則你除了失去一無所獲。
Your goal should be a positive culture
你的目標應該是創(chuàng)建積極的文化氛圍
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. 坐席的頻繁流動會使呼叫中心的成本控制陷入困境。雖然你不能掌控坐席的去留，但是你必須要留住你最有價值的坐席，不斷地激勵他們向前發(fā)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：——創(chuàng)建一個所有員工每天都愿意來工作的環(huán)境，不僅是我們的責任，更是我們的目標！
終于翻完了，好累，零點了，感想以后有時間再說了，睡覺了。
日志原文：http://altruism.blog.sohu.com/106572710.html
