在电子商务迅猛发展的今天，对于B2C形式的电子商务公司来说，经营品类的同质化已经无可回避，为了抢占更多的市场份额，公司必须能够提供差异化的服务。呼叫中心是电子商务公司提供差异化服务、提升顾客忠诚度的重要渠道。在呼叫中心，具有丰富经验的客服代表是呼叫中心最宝贵的财富，员工的素质从根本上决定了呼叫中心的整体服务水平。呼叫中心产业在中国发展十多年以来，尽管硬件设备已经与国际接轨，但在软件方面，人才短缺、员工流动性高的问题始终无法得到有效解决。根据行业资料显示，中国呼叫中心客服人员平均月度流失率为10%至50%左右，年度流失率在100%以上。员工流失率过高，对外会降低呼叫中心的服务水平、影响公司的声誉，对内会增加公司的招聘成本、培训成本、岗位替换成本。员工离职率过高，对人力资源管理产生一系列影响，首先是降低招聘标准，其次影响培训质量，然后影响呼叫中心的整体绩效水平，导致员工收入下降。高人员流失率已经成为困扰呼叫中心产业长期稳定发展的关键影响因素。本文首先回顾了国内外学者对员工离职进行的理论及实证研究，总结出各项研究的方向主要有两点，一是研究员工产生离职意向的原因或过程，二是研究如何才能更好的留住员工。两个研究方向主要都以工作满意度和组织承诺作为中介变量。其次，本文简要介绍了国内电子商务以及呼叫中心的发展历程及现状，对电子商务的发展趋势进行了分析。再次，本文以D电子商务公司呼叫中心近3年的主动离职资料为基础，归纳了呼叫中心员工离职的主要原因，主要从员工个人因素、工作因素、组织因素、社会环境因素四个方面对员工离职的原因进行分类。通过2010-2012三年的月度离职数据对比，总结出了员工离职高峰时段。通过对不同类别员工离职率的对比，分析了三类员工离职率的不同特点。通过对离职员工司龄的分析，发现了员工在2-6个月是一个离职高峰。通过对员工各离职原因的对比分析，发现客服代表这个岗位对员工的吸引力不足，需要给员工提供更多的人文关怀及职业发展通道。深入分析员工离职原因可以发现，大多数离职原因都与人力资源管理相关，如果要想有效降低员工离职率，就需要在人力资源管理方面做出改进。本文根据国内外离职理论，以员工离职的分析数据为基础，结合人力资源管理的六大模块，从提升员工满意度以及组织承诺的角度，提出降低呼叫中心员工离职率的人力资源管理整体方案。在本文的人力资源管理方案中，每一个模块都先描述存在的问题，然后再提出改进措施。对比2010-2012三年主动离职率看出，员工主动离职率呈逐年下降的趋势，因此可以得出结论，人力资源管理改进方案的实施，能有效降低呼叫中心员工离职率。

Nowadays the electronic commerce is developing rapidly. To the kind of B2C e-commerce Corporation, there is a trend that the product category of every company is similar to each other. In order to get the advantage in market, the company must provide differentiation service, call center can not only provide differentiation service, but also promote the brand loyalty. To call center, the most precious resource is the experienced employee, the quality of employee decide the total level of call center service. The call center industry had developed in China more than ten years, Though the hardware had match the international level ,but the software, such as the shortage of talent and high turnover rate. had never resolved completely. The industry document showed, the average turnover rate of China call center is 10%~15% monthly, about 100% yearly. High turnover rate had many bad impact, such as decrease the service level, ruin the corporation`s reputation. the other ,it lead to add the recruitment&training cost. The high turnover rate can also affect the HR management. At first, it causes HR to low the recruitment standards, the second, it influent the training quality, and then it will result in the low performance and low salary. The high turnover rate is the biggest stumbling block on the way of call center industry`s stable development.In this thesis, first of all, review the theory and practice study about employee turnover from the foreign and domestic scholar, summarized that there are two directions about all the research. One direction discusses the reason or process of the turnover, the other direction discusses how to keep the employee in the corporation. Job satisfaction and organization commitment are the intermediate variable of both the two direction study .the second, this thesis introduce the present situation and development history of call center and E-commerce industry. The third, this article takes the D corporation call center as example, basis the turnover document in the past three years, summary the main reason of employee turnover in call center. Classify these reason into four kinds, classification standards include personal factors, position factors, organization factors, society factors. analyze the monthly turnover rate from 2010-2012, we can see the peak month of every year, compare the three kinds of employee`s turnover rate, we can see the character of the three kinds employee, analyze the turnover employee`s seniority, the data showed during 2-6month seniority, there is a turnover peak. Summary all the kinds of turnover reason, there is a conclusion that the job has few attraction to the staffing, so the corporation should provide more humanistic concern and career development channel.Most of the turnover reason relate to the HR management. If the company wants to reduce the turnover rate, it should improve the HR. This thesis according to the scholar`s turnover theory, basis on the turnover analyze data of D company, combine with six module of human resource management .come up with a wholly HR solution to reduce the turnover rate of call center.Among the HR scheme, there is a description of the problems at the beginning of every module, and then follow the improvement measures. Compare with the 2010-2012 turnover rate data, there is an obviously declining during the past three years. We can have a conclusion that HR management can reduce the turnover rate effectively.