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1、ACKNOWLEDGEMENTSIwouldliketoexpressmygratitudetoallthosewhohelpedmeduringwritingofthisthesis.MydeepestgratitudegoesfirstandforemosttoProfessorZhangXinggui,mysupervisor,forhisconstantencouragementandguidance.Hehasofferedmevaluablesuggestionsintheacademicstud
2、ies.Inthepreparationofthethesis,hehasspentmuchtimereadingthrougheachdraftandprovidedmewithinspiringadvice.Withouthisconsistentandilluminatinginstruction,thecompletionofthisthesiswouldnothavebeenpossible.Iwouldliketooweaspecialdebtofgratitudetoallthetutorsan
3、dteachersinMBAEducationCenterfortheirdirectandindirecthelptome.Iowemysinceregratitudetoallmyclassmatesingraduateschoolfortheircontinuoussupportandencouragement.Iwanttoexpressmygreatestindebtednesstomyfamily.Theendlesslove,supportandunderstandingfrommyfamily
4、arealwaysthemightiestpoweranddriveformyworkandstudy.iiiABSTRACTAsthelabor-intensive,technology-intensiveandbusinessintensiveindustry,noonecallcentercangrowoutofthepresentpredicamentoftalentshortage.Asoneofthecountry'slargestcallcenter,CEhasfacedtothesimilar
5、difficulties.CEwiththeexpansionofitsbusinessinthesetwoyears,itsfront-lineemployeeswhichisnamedhotlinecustomerservicestaffs(hereinafter,HLCS)forceisbecomingstrongerandstronger.NowHLCShastakenup90%ofthewholestaff,whoimposesgreatpressuretotherecruitingmanageme
6、nt.Togofurther,upto15%ofthemonthlyturnoverrateofinternsandabout45%ofthecompletionratesofrecruitment,arealsothebiggestheadachesatCE,especiallyatrecruitmentdepartment.Then,howtooptimizethemanagementmodel,recruitsuitableandenoughHLCS,ensurethestabilityofthesta
7、ffandensuregooddevelopmentoftheenterpriseisthemosturgentproblemthatCEmustfacenow.CECallcenteristheprofessionalcallcenterunderInternationalElite.ThisthesisisacasestudybasedonhumanresourcesbackgroundofCECallcenter.ItshouldbeknownCE’sorganizationalstructure,HR
8、managementmechanismandbasicinformationofHLCS.TheauthormadeinterviewswiththemanagersandstaffsinHRdepartmentandbusinessdepartment,tocollecttherelateddateandinformation,throughanalysis,andlastsummarizethe
