• Journal of Digital Convergence
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• v.11 no.7
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• pp.123-133
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• 2013

This study is to establish the effect of the call center counselors' personal characteristics and perceive organizational support(POS) on their organizational commitment and organizational citizenship behavior(OCB). through survey targeting 290 call center counselors in Seoul. Accordance with these conclusions, Self-esteem, Self-efficacy except Emotional Intelligence were positive(+) influence on Organizational Commitment. and Emotional Intelligence, Self-esteem, Self-efficacy were positive(+) influence on OCB. Also Self-esteem and Organizational Commitment, OCB were full mediation on POS And Self-efficacy and Organizational Commitment, OCB were part mediation on POS. This result implies call center needs the approach method and different perspectives to increase the degree of call center counselors' organizational commitment.

• Journal of the Korea Society for Simulation
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• v.10 no.4
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• pp.11-20
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• 2001

In the IMT-2000 networks, the model of micro/pico cell is suggested for transmission of multimedia service. Hence, the efficient method is required for processing of mobile calls in micro/pico cell. In the central urban area, mobile calls may be dynamically increased because of many mobile users. And microcel]/picocell size has small size, handover calls will be more increased. Therefore, many of mobile calls is occurred at a cell in the central urban area, so channel requests for these calls will be increased in the call. In this paper, we propose a scheme, FTC(Fault Tolerant Channel allocation) which is the channel management method for hard handover and new call in a mobile cell of central urban area. When available channels in the cell are consumed, the FTC investigates channel states of neighbor cells in the RNC(Radio Network Controller) or BSC (Base Station Center), and provide available channel for mobile call. The ]no scheme is analyzed and compared with existing channel management method by simulation.

• ETRI Journal
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• v.19 no.3
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• pp.186-201
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• 1997

In this paper, a home location register (HLR) for CDMA mobile communication system (CMS) is introduced. It stores the mobile station (MS) subscribers locations and supplementary service information. Call processing procedures for HLR are developed to receive and store subscriber's location coming from mobile exchange (MX) during the location registration, and to transfer subscriber's location and supplementary service information to the MX during the mobile-terminated call setup. For fast call processing by increasing database access speed, a memory-resident database management system is devised. For Easy and secure HLR operation, administration and maintenance functions and overload control mechanisms are implemented. Designed HLR hardware platform is expandable and flexible enough to reallocated software blocks to any subsystems within the platform. It is configurable according to the size of subscribers. An authentication center (AC) is developed on the same platform. It screens the qualified MS from the unqualified. The calls to and from the unqualified MS are rejected in CMS. To authenticate the MS, the AC generates a new authentication parameter called "AUTHR" using shared secret data (SSD) and compared it with the other AUTHR received from the MS. The MC also generates and stores seed keys called "A-keys" which are used to generate SSDs. The HLR requirements, the AC requirements, software architecture, hardware platform, and test results are discussed.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2011.04a
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• pp.808-813
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• 2011

There are hundreds of thousands call center workers wearing acoustic device. However, researches and noise exposure measurements on the noise transmitted from acoustic devices have seldom been performed due to the difficulty of measurement and to the absence of the measuring method in Korea. The aim of this study is to set up management measures to protect hearing loss on the call operator by acquiring measurement data of noise transmitted from the headset Noise exposure measurements of 17 operators were performed in 7 call centers and Head and Torso Simulator method in compliance with the ISO Standard 11904-2 was used for the measurement of noise transmitted from the headset Sound pressure levels(SPL) transmitted from the headset were 73.2~86 dB(A). The operator exposed to the highest SPL set up his volume control at 9 which was the highest volume level. The volume control level, adjustable from 1 to 9, could be identified 12 out of 17 operators and the range of volume levels was 4.5~9. As a result of Pearson Correlation Analysis, the correlation between volume level and SPL transmitted from the headset showed high relation as significance at the 0.672 level(p<0.05). To protect hearing loss of call center operators, it is more practical and effective measure to limit the volume level below the noise exposure level, i.e. 85 dB(A), rather than to carry out noise monitoring considering cost-effective aspect.

• Transactions of the Korean Society for Noise and Vibration Engineering
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• v.21 no.7
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• pp.615-621
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• 2011

There are hundreds of thousands call center workers wearing acoustic device. However, researches and noise exposure measurements on the noise transmitted from acoustic devices have seldom been performed due to the difficulty of measurement and to the absence of the measuring method in Korea. The aim of this study is to set up management measures to protect hearing loss on the call operator by acquiring measurement data of noise transmitted from the headset. Noise exposure measurements of 17 operators were performed in 7 call centers and head and Torso simulator method in compliance with the ISO standard 11904-2 was used for the measurement of noise transmitted from the headset. Sound pressure levels(SPL) transmitted from the headset were 73.2~86 dB(A). The operator exposed to the highest SPL set up his volume control at 9 which was the highest volume level. The volume control level, adjustable from 1 to 9, could be identified 12 out of 17 operators and the range of volume levels was 4.5~9. As a result of pearson correlation analysis, the correlation between volume level and SPL transmitted from the headset showed high relation as significance at the 0.672 level(p<0.05). To protect hearing loss of call center operators, it is more practical and effective measure to limit the volume level below the noise exposure level, i.e. 85 dB(A), rather than to carry out noise monitoring considering cost-effective aspect.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.5
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• pp.466-475
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• 2020

Current performance evaluation of call center employees is dependent on the number of calls they have resolved, regardless of the individual and social characteristics of employees. However, since call center tasks are highly customer-oriented and emotional laborious, individual capability as well as social characteristics of employees is critical to performance. Therefore, this study analyzed the relationship between employees' individual/social characteristics and their performance. To extract individual characteristics, a repertory grid technique was employed, whereas social network analysis was conducted to extract the social characteristics of employees. Using individual and social characteristics as input variables, multiple regression was conducted to analyze the effect of each variable on performance. As a result, in-degree centrality of dining network, initiative characteristics, open characteristics, and enjoyment of studying were determined to be important variables for performance. This study is expected to be used in both performance management and human resource management of call center practices.

• Journal of Digital Convergence
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• v.15 no.9
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• pp.519-532
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• 2017

The purpose of this study was to investigate the content of job stress experienced by call center consultants. For that purpose, the investigator interviewed 11 call center consultants one-on-one in D City, conducting qualitative analysis of content of job stress they experienced according to Giorgi's phenomenological analysis procedure. As a result, there were classifications of job characteristics and individual characteristics. They were further classified into 8 categories and 24 subcategories. As for job characteristics, there were "limitations of work performance," "work burden," "inflexible work style," "uncontrolled customers," and "controlled demand." As for individual characteristics, there were "psychological instability," "personality vulnerabilities," and "poor coping resources." The categories of job characteristics and personal characteristics were classified into limit and control levels, respectively. It is found that poor coping resources mediate between job stress and personal characteristics. Based on these results, we discussed not only the existing organizational responses but also the combined interventions that mitigate the psychological stress after the unstable psychological state of the individual.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.279-284
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• 2007

This study develops a model which measures service standardizations focused on the process of call center service. It analyzes the relationship between service standardizations and efficiency of business as well. The model consists of two dimensions to offering service and managing customers. These two dimensions have six major elements: accessibility, customer orientation, professionalism, offering a solution, customer satisfaction management, and customer information management. Also we assumed that low customer interaction and labor-intensive of service business increase the level of service standardization.

• Proceedings of the KSRS Conference
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• 2003.11a
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• pp.567-569
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• 2003

Because of the limited land resources, an efficient land use management to reach the sustainable development policy has become an urgent call in Taiwan. A long-term project entitled 'National land use monitoring program-the establishment of a land use change detection system' has been jointly conducted by both National Central University and Ministry of Interior since year of 2001. The main aim of the project is to use the remote sensing images to detect the land use changes on a national scale. This plan has been put into practice and indeed provides an effective assistance for land management.

• Clinical and Experimental Emergency Medicine
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• v.5 no.4
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• pp.272-277
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• 2018

Objective While the effect of typhoons on emergency medicine has been evaluated, data are scarce on their effects on the emergency medical service (EMS). This study evaluated the effect of typhoons on EMS patients and performance. Methods The study period was January 2010 to December 2012. Meteorological data regarding typhoons were provided by the Korean Meteorological Administration. EMS data were retrieved from the EMS database of the national emergency management agency. The database includes ambulance run sheets, which contain clinical and operational data. In this case-crossover study, the cases and controls were EMS calls on the day of typhoon warnings and calls one week prior to the typhoon warnings, respectively. Results During the study period, 11 typhoons affected Korea. A total of 14,521 cases were selected for analysis. Overall, there were no obvious differences between the case and control groups. However, there were statistically significant differences in age, place, and time requests. There were fewer patients between 0 and 15 years of age (P=0.01) and more unconscious patients (P=0.01) in the case group. The EMS operational performance, as measured by the times elapsed between call to start, call to field, and call to hospital did not differ significantly. There was also no significant difference in the time from hospital arrival between the cases (28.67, standard deviation 16.37) and controls (28.97, standard deviation 28.91) (P=0.39). Conclusion Typhoons did not significantly affect the EMS system in this study. Further study is necessary to understand the reasons for this finding.