• IE interfaces
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• v.18 no.3
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• pp.327-332
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• 2005

The call-attempt behavior in a telecommunications service is influenced by the launch of new services and the choice of subscribers. On Feb 28, 2005, there was a disastrous shut-down of major local electronic switching systems (ESS) due to an abrupt increase of call-attempts. This incident turned out to be a strong proof that appropriate forecasting attempts are necessary not only for the capacity planning of network but also for the quality control of ESS. In this paper, forecasting models are first developed to estimate the daily ESS call-attempts and user retrial rates and then meaningful interpretations of results will follow. Finally future research topics will be presented.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Proceedings of the Korea Society for Simulation Conference
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• 2003.11a
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• pp.75-85
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• 2003

With recent advances in technology and the changing nature of business, call center management has become a rapidly growing industry. However theoretical analysis about the call center system is very difficult, and the forecasting of call volume also. In the situation, it is significant that we study call-flow system, design system model and perform simulation. If these are possible, it is able to control the staff schedule and the resource management efficiently. This study introduces the process of applying the call center to simulation. So, it is feasible to break from the intuitive management by a minority manager and analyze it scientifically. The enterprise can reduce unnecessary expense, make an offer high quality to user in a keen competition

• Proceedings of the Korea Contents Association Conference
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• 2006.05a
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• pp.99-102
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• 2006

We recognize call centers as a interface frequently interacting with clients, and as the first portal of enterprises promoting customer satisfaction and increasing the rate of customer maintenance. The importance of service quality in call centers is gradually enlarged, as criteria for competitive power of enterprises, and the first-line interface of communications with customers in operating method and business management. Also, Enhancing service quality is the first task of both the management and telemarketers in order to adapt to the customer's requirement level. The curriculum for telemarketer education is not established or standardized within the country yet. We must therefore study on it as soon as possible, though it has a short history and insufficient theoretics. In this paper, we descirbe the development of a formal telemarketer education program in call centers included the result that analyze existing educational programs, and the opinion of call centers.

• Journal of KIISE:Information Networking
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• v.37 no.6
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• pp.494-498
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• 2010

Performance requirements of a system are usually closely related to the quality of service provided by the system. The call success rate of a mobile communication system is, for example, directly linked with the quality of call service. Therefore, meeting the performance requirements is one of the critical issues during the operation of services as well as in system development. In this paper, we present a testing method for evaluating the call success rate of a mobile communication system by using interval estimation. Also we analyze the criterion used in the evaluation of the quality of 3G mobile communication services which was recently performed by Korea Communications Commission and then discuss the problems.

• The Journal of the Acoustical Society of Korea
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• v.28 no.3E
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• pp.99-108
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• 2009

In this paper, we suggest criteria for objective measurement of speech quality in mobile VoIP (Voice over Internet Protocol) services over wireless mobile internet such as mobile WiMAX networks. This is the case that voice communication service is available under other networks. When mobile VoIP service users in the mobile internet network based on packet call up PSTN and mobile network users, but there have not been relevant quality indexes and quality standards for evaluating speech quality of mobile VoIP. In addition, there are many factors influencing on the speech quality in packet network. Especially, if the degraded speech with packet loss transfers to the other network users through the handover, voice communication quality is significantly deteriorated by the transformation of speech codecs. In this paper, we eventually adopt the Gilbert-Elliot channel model to characterize packet network and assess the voice quality through the objective speech quality method of ITU-T P. 862. 1 MOS-LQO for the various call scenario from mobile VoIP service user to PSTN and mobile network users under various packet loss rates in the transmission channel environments. Our simulation results show that transformation of speech codecs results in the degraded speech quality for different transmission channel environments when mobile VoIP service users call up PSTN and mobile network users.

• Journal of Information Processing Systems
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• v.11 no.4
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• pp.583-600
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• 2015

Generally, the wireless network provides priority to handover calls instead of new calls to maintain its quality of service (QoS). Because of this QoS provisioning, a call admission control (CAC) scheme is essential for the suitable management of limited radio resources of wireless networks to uphold different factors, such as new call blocking probability, handover call dropping probability, channel utilization, etc. Designing an optimal CAC scheme is still a challenging task due to having a number of considerable factors, such as new call blocking probability, handover call dropping probability, channel utilization, traffic rate, etc. Among existing CAC schemes such as, fixed guard band (FGB), fractional guard channel (FGC), limited fractional channel (LFC), and Uniform Fractional Channel (UFC), the LFC scheme is optimal considering the new call blocking and handover call dropping probability. However, this scheme does not consider channel utilization. In this paper, a CAC scheme, which is termed by a uniform fractional band (UFB) to overcome the limitations of existing schemes, is proposed. This scheme is oriented by priority and non-priority guard channels with a set of fractional channels instead of fractionizing the total channels like FGC and UFC schemes. These fractional channels in the UFB scheme accept new calls with a predefined uniform acceptance factor and assist the network in utilizing more channels. The mathematical models, operational benefits, and the limitations of existing CAC schemes are also discussed. Subsequently, we prepared a comparative study between the existing and proposed scheme in terms of the aforementioned QoS related factors. The numerical results we have obtained so far show that the proposed UFB scheme is an optimal CAC scheme in terms of QoS and resource utilization as compared to the existing schemes.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.463-467
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• 2007

This paper deals with service quality systems such as nonstore selling service, telemarketing services, call center services, market and opinion research service, franchise service, and, institutional feeding service. These service quality systems include process, infrastructure, and, requirements for the training and development of agents and staffs.

• Journal of Korean Society for Quality Management
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• v.18 no.1
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• pp.21-28
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• 1990

In this paper, the capacity of system which provides the real time response call service to the customer is studied. The quality of call service depends on the response time of the service in the system. Therefore, the focus of this paper is to investigate the capacity of system under the restriction of response time. In this paper, the system is modeled by queueing network. The analytical method is applied to solve this queueing network. The solution of the model has product form solution. To get the reasonable capacities, nonlinear programming problem is formulated and is solved by GINO.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.