디지털융복합연구 (Journal of Digital Convergence)

  • 제18권1호
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  • Pages.333-342
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  • 2020
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  • 2713-6434(pISSN)
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  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
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고객센터 상담원의 이직의도 철회에 영향을 미치는 요인 연구

A Study on Factors Affecting Retractation of Turnover Intention of Customer Center Counselor

  • 이인석 (SK텔레콤 고객센터) ;
  • 배재홍 (폴리텍대학 울산캠퍼스 교양과) ;
  • 신호영 (영남대학교 산경연구소)
  • Lee, In-Seok (SKtelecom Customer Center) ;
  • Bae, Jae-Hong (Dept. of Liberal Arts and Science, Ulsan Campus of KOREA POLYTECHNICS) ;
  • Shin, Ho-Young (Institute of Management & Economy Research, Yeungnam University)
  • 투고 : 2019.11.26
  • 심사 : 2020.01.20
  • 발행 : 2020.01.28
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초록

본 연구는 이직의도 철회 경험이 있는 상담원이 이직의도 철회시 어떠한 요인들이 중요한 역할을 했는지 알아보기 위해 모 통신사 고객센터 상담원을 대상으로 3개월에 걸쳐 인터뷰 설문조사 연구를 실시하였다. 연구결과 업무이동, 동기부여, 자기효능감, 정서조절이 상담원 이직의도 철회에 주요 영향 요인으로 나타났으며, 상사지원, 동료지원은 이직 의도 철회에 영향을 미치지 못하는 것으로 나타났다. 그중, 정서조절과 업무이동은 이직의도 철회에 있어 다른 요인보다 많은 영향을 미치는 것으로 나타났다. 본 연구의 결과는 기업에서 중요성이 점점 커지고 있는 고객센터 부서의 상담원 이직률을 낮춰 조직의 안정화를 극대화하고, 또한 고객센터 상담원의 이직의도 철회에 관련된 연구에 이론적 기반을 제공할 수 있을 것으로 생각된다.

In this study, an interview survey was conducted for three months by a counselor who had experience of retractation of turnover intention to find out what factors played an important role in retractation of turnover intention. The results found that task shift, motivation, self-efficacy, and emotion control were the major factors in the retractation of counselor's turnover intention, while superior support and colleague support did nop affect. Among them, emotion control and task shift had more influence on retractation of turnover intention than other factors. The results of this study are expected to maximize the stabilization of the organization by lowering the turnover rate of counselor in the customer center department becoming more important in the enterprise and to provide an important theoretical basis for studies related to retractation of customer center counselor's turnover intention.

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