4PS国际标准指标：呼叫中心员工流失率

4PS指标定义（员工流失率）：

根据4PS国际标准定义，该指标关注客户联络中心员工稳定性和忠诚度。

According to the definition of 4Ps international standard，This indicator focuses on the stability and loyalty of customer contact center employees.

4PS国际标准指标：呼叫中心员工流失率

注意事项：

期初人数是统计周期第一日0时0分0秒时刻在职员工数。

The beginning of the period is the number of active staff at 00:00:00 on the first day of the statistical cycle

期末人数是统计周期最后一日23时59分59秒时刻在职员工数。

The end of the period is the number of active staff at 23:59:59 on the

last day of the statistical cycle

离开组织的员工人数是指统计周期内完成离职交接工作的员工数，包括主动与被动。

The number of employees who leave the organization refers to thenumber of employees who complete the handover work in thestatistical cycle, including active and passive.

在职员工是指正式签订劳动合同的员工。

On-the-job employee is the employee who formally signs the

labor contract.

临时职位的人员流失定义：该职位结束期前的主动和被动离职。

Turnover of temporary positions: active and passive departures before

the end of the position.

--计算和分析人员流失时，需要把一线座席和其他员工区分计算，并分别针对主动和被动流失进行计算与分析；

When calculating and analyzing staff turnover, it is necessary to

distinguish the first-line seats from other employees, and calculate

and analyze the active and passive turnover respectively.

--人员流失衡量含主动和被动离职。

Turnover measures both active and passive turnover.

--人员流失率以年度百分比汇报，每季度至少分析一次，每月保持关注。

The turnover rate is reported as an annual percentage, analysedquarterly

at least, and monitored monthly.

--人员流失率的追踪，无论是公司自有员工或外包给第三方劳务公司。

Track the turnover rate, whether it is a company's own employees or

outsourced to a third party labor company.

--客户联络中心需要把将国家，地区，和当地资源加以比较，并据此建立人员流失目标。

Customer contact centers need to compare national, regional, and local

resources and set turnover targets accordingly.

--若用本公司数据建立目标，数据应来自至少4个不同地区，4个类似服务组织。

If we use our data to set the target, the data should come from atleast 4 different regions and 4 similar service organizations.

数据至少每18个月更新一次。

The comparative data are updated at least every 18 months

影响因素：

工作压力、上班便利度、上下级关系、缺乏发展、工作成绩得不到认可是造成员工主动流失的主要原因，这通常比单纯的薪资需求对员工去留的影响更大。提供更多发展机会，增加内部团队建设是提升员工稳定性的有效方法。

work pressure, work convenience, relationship between superior and

subordinate, lack of development, lack of recognition of workachievement

are the main causes of employee turnover, which is usually moreimportant

than simple salary demand. Providing more developmentopportunities and

increasing internal team building is an effective way to improveemployee stability.

统计频率:

按月或按年。By month or year.

参考标准:

--外部中心的员工流失率范围是 25% -- 330%；

The turnover rate of employees in the external centres ranges from25% to 330%;

--内部中心的员工流失率范围是 5% -- 120%；

The staff turnover rate in the internal centres ranges from 5% to120%;

-基准：Benchmarks:

对于内部和外部的各类客服中心，年流失率65% - 120%是普遍存在；

For internal and external customer service centers, the annual wastagerate

of 65%-120% is widespread;

-良好：Good

良好的客服中心年流失率在25% -- 65%之间；

The annual wastage rate of good customer service centers is between25% -65%;

-优秀：Excellence:

优秀的客服中心年流失率在5% --25%之间；

The annual wastage rate of excellent customer service centers isbetween 5% and 25%;
指标应用：

1月1日在岗人数130人，1月31日在岗人数125人，1月15日有3名员工转岗到公司其他部门，1月7日有1名资深CSR转为QA，1名资深CSR正式晋升为TL，1月20日有2人离职，则：

On 1 January, 130 persons were employed; on 31 January, 125 personswere

employed; on 15 January, 3 employees were transferred to otherdepartments

of the company; on 7 January, 1 senior CSR was transferred to QA, 1 senior

CSR was formally promoted to TL; and on 20 January, 2 persons lefttheir posts

1月份员工流失率=（3+2）/{（130+125）/2}=3.92%。The employeeturnover rate in January was 3.92 = (3·2) / {(130,125) / 2}.

指标级别：关键指标 Key indicators