Influence of Employee Turnover Rate on Customer Service Center in Insurance Companies – T Company as an Example

• Main Authors: Shu-Hsing Ho, 赫淑幸
• Other Authors: Jason H. Huang
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/6bw3cc

碩士 === 國立中山大學 === 高階經營碩士班 === 102 === In order to avoid the aging of enterprise or organization, it is necessary to have certain employees’ turnover. Moderate employee turnover rate is able to improve the managing efficiency of the enterprise or organization; however, if the turnover rate is too high, it would have adversely impact on the enterprise or organization. The life insurance industry in Taiwan often encounters the problem of high employee turnover rate, especially those employees who are responsible for customer services. Although life insurance companies fully understand the significant influence on customer services and customer satisfactions, and therefore would affect the re-purchase intentions, this issue does not take seriously. Accordingly, to understand the influence of employee turnover rate on customer service center in insurance companies, as well as sources of stress and ways to improve, this study conducts interview method to gather the responses from employees and managers in T Company. The results in this study show below. a) Most surveyed managers and employees believed that working in customer service center is hard and is a sector with a high turnover rate. b) For the reasons of high turnover rate in customer service center, there were similar point of views in managers and employees, such as scheduling agreement, various merchandise items, heavy stress, lack of manpower, without a sense of achievement, and members poaching. c) All managers and employees had agreed that high employee turnover rate will cause greater disadvantages than advantages. d) Employees proposed 10 suggestions to lower the turnover rate, which are compassionate leadership, positive work values, adequate educational training, job authorities, teamwork, job promotion, avoid overtime work, sense of achievement, employee training programs, and good partnership. On the other hand, managers recommended job turnover, employees’ encouragement, customer service center redefinition, and employees’ training.