Journal of the Korea Society of Computer and Information (한국컴퓨터정보학회논문지)

Korean Society of Computer Information (한국컴퓨터정보학회)
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A Study on the Educational Training Evaluation Model - Focusing on Call Center

교육훈련 평가모형에 관한 연구 - 콜센터를 중심으로

  • Kim, Eun-Hee (Dept. of Teacher Training, Gwang Ju Women's University) ;
  • Park, Deuk (Dept. of Call Marketing, Gwang Ju Women's University)
  • 김은희 (광주여자대학교 교양교직과정부) ;
  • 박득 (광주여자대학교 콜마케팅학과)
  • Received : 2012.10.11
  • Accepted : 2012.10.15
  • Published : 2012.10.31
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Abstract

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity. On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels, reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.

콜센터는 고객과의 접촉에 있어 비대면 채널에 의해 커뮤니케이션이 이루어지기 때문에 대면 접촉에 의한 것보다 더 많은 상담사의 능력을 요구한다. 이러한 상담사의 능력개발을 위해 콜센터들은 경력과 직무에 따라 다양한 교육훈련을 실시하고 있으며, 교육훈련의 성과로 상담품질이나 생산성 향상을 실현하고자 한다. 한편, 교육훈련에는 많은 시간과 예산이 투입되기 때문에 교육훈련의 평가를 통해 현업수행에 도움이 얼마나 되고 있는지 그 효과성이 파악되고 관리되어야 할 것이다. 지금까지의 교육훈련의 평가에 대한 연구들을 보면 만족도와 학습정도를 측정하거나 학습이 행동에 전이되는 정도를 측정하는 연구가 주류를 이루어 전체적인 평가모형에 관한 연구가 필요하다. 본 연구에서는 콜센터교육훈련의 효과성을 상담사들의 인식수준에서 Kirkpatrick의 4단계 평가모형을 반영하여 반응, 학습, 행위, 결과에 대한 각 단계별 평가기준 간에 어떠한 영향관계가 있는지 알아보고, 구조방정식 모델을 사용하여 전체적인 모형의 적합도를 살펴보았다, 또한 대안모형으로 반응요인과 행위요인의 직접적인 관계를 고려하여 연구모형과 대안모형의 구조모델 적합도를 비교 분석하였다.

Keywords

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