Abstract salary system and performance incentive mechanism, continuously promote employees sense of self-worth at work, focus on employee training, create more internal promotion space and career planning guidance, ensure reasonable work and rest through scientific scheduling, focus on humanistic care and employees physical health, pay attention to employees The study will provide suggestions and references for the managers of ZY Banks customer service center and play a positive role in the actual work of each department by optimizing the recruitment process and respecting the employees people-oriented, fair and just measures to reduce the tendency of ZY Banks customer service center employees to leave. At the same time, the research in this paper will also provide some reference and reference for other companies in the customer service industry when they are faced with talent turnover. Key words: Customer service center; Turnover rate; Reason for leaving the job; questionnaire survey III 目录 1 绪论 ......................................................................................................... 1 1.1 研究背景 ........................................................................................... 1 1.2 研究目的与意义 ............................................................................... 2 1.3 研究方法和内容 ............................................................................... 4 1.4 研究技术路线 ................................................................................... 4 2 理论基础和文献综述 ............................................................................ 6 2.1 相关概念 ........................................................................................... 6 2.1.1 离职的概念与分类 ..................................................................... 6 2.1.2 离职的影响因素 ......................................................................... 6 2.2 理论基础 ....................................