Development of Retaining Tools for Contact Center Employees Using the Example of a Russian Car Holding

Employee retention is a crucial aspect of human resource management, as it enables organizations to maintain valuable and skilled personnel over the long term. This has significant benefits for both the business and employees. In today's labor market, characterized by a severe shortage of qualified staff and increased applicant expectations, it is essential for organizations to prioritize employee retention and create a favorable work environment. The aim of this research is to develop a range of measures for retaining employees at the contact center of the Russian automotive holding company "N". During the course of this work, the following objectives were set: 1. To explore the theoretical aspects of employee retention. 2. To analyze the main approaches and models used in this area. 3. To consider examples of successful implementations of retention strategies. 4. To conduct an empirical study among employees of the "N" contact center. 5. To develop retention measures based on the findings of the study. The empirical study involved a survey of employees using the Universum Employer Brand Attractiveness Factors model. The study resulted in the development of a range of measures to retain employees in the contact center of company "N". These measures are designed to ensure the retention of qualified personnel. The work not only provides specific solutions for the contact center, but also offers opportunities for further research and development of human resources management techniques, which will enable organizations to more effectively manage and develop their workforce.