The four core elements of call center operation management are human resource management, digital management, process management and quality management. Except the investment of technology, equipment and fixed assets in the early stage, in the actual operation and management of call centers, the cost of human resources accounts for nearly 60% of the total management cost of call centers, so the human resources management of call centers is the most important factor in the operation and management of call centers. To do a good job in human resource management of call centers, we need to pay attention to the following elements:

Human resource management functions: including organizational structure, work division and work functions; Operation manager's work focus and time management.

Call center personnel recruitment: personnel selection strategy and workflow; Construction of competency model of call center: a common method of personnel selection.

On-site management of call center: the role of on-site management; Division of labor of site management; Methods and principles of site management; The establishment and use of employee service level evaluation benchmark; Combination of training and site management.

Employee career development: employee career design; Personnel promotion; Management brain drain.

Employee motivation: the role of employee motivation in call center: the principle of motivation and the problems that should be paid attention to; Incentive methods commonly used in call centers.

Performance management: the significance and value of performance evaluation: the content and standard of performance evaluation; Performance evaluation strategy; Performance observation and performance interview; Performance improvement and guidance.

I hope it helps you. I hope it can be adopted. Thank you.