• Journal of the Korea Society of Computer and Information
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• v.16 no.11
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• pp.209-217
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• 2011

Recently, As it takes charge of the customer service in many enterprises, the importance of call center has been emphasized more and more. The growth of call center industry is leading lots of call center agents. But, Call center agent's frequent turnover deteriorates the labor productivity and quality. Also, This turnover increases training cost and recruit cost. For these reasons, management turnover in call center is emerging as an important issue. The purpose of this study is to analyze the relationship of job satisfaction factors, job satisfaction, organizational commitment and turnover intention of call center agent. To achieve these objective, as a conceptual model of the study, job satisfaction factors, job satisfaction, organizational commitment and turnover intention were reviewed and the model could be estimated through path analysis. According th the finding of this study, job satisfaction factors have positively impact on the job satisfaction, organizational commitment but have not directly impact on the turnover intention. Also job satisfaction and organizational commitment have negatively impact on the turnover intention. As a result, the meaningful implication of this study suggests that the increase of both job satisfaction and organizational commitment through the improvement of job satisfaction factors should be regard as important dimensions to decrease of turnover intention of call center agents.

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.3
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• pp.119-135
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• 2005

Design of location erea(LA) in a cellular network is to partition the network into clusters of cells so as to minimize the cost of location updating and paging. Most research works dealing with the LA design problem assume that the call. arrival rate and mobile flow rate are fixed parameters which can be estimated independently. In this aspect, most Problems addressed so far are deterministic LA design problems(DLADP), known to be NP hard. The mobile flow and call arrival rate are, however, varying with time and should be treated simultaneously because the call arrival rate in a cell during a day is influenced by the change of a population size of the cell. This Paper Presents a new model on IA design problems considering the time-dependent call arrival and mobile flow rate. The new model becomes a stochastic LA design problem(SLADP) because It takes into account the possibility of paging waiting and blocking caused by the changing call arrival rate and finite paging capacity. Un order to obtain the optimal solution of the LA design problem, the SIADP is transformed Into the DLADP by introducing the utilization factor of paging channels and the problem is solved iteratively until the required paging quality is satisfied. Finally, an illustrative example reflecting the metropolitan area, Seoul, is provided and the optimal partitions of a cell structure are presented.

• Journal of the Korea Society for Simulation
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• v.16 no.3
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• pp.75-87
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• 2007

As the VoIP service quality is getting better and many shortcomings are being overcome, users are getting interested in this service. Also, there are several additional features that provide a convenience to users such as presence service, instant messaging service and so on. But, as there are always two sides of rein, some security issues have users hesitate to make use of it. This paper deals with one of the issues, the VoIP spam problem. We took into account the signal pattern of voice message in spam call and we have constructed voice signal models of normal call, normal call with noise and spam call. Each voice signal case is inserted into our spam decision algorithm which detects the spam calls based on the amount of information in the call signal. We made use of the DEVS-$Java^{TM}$ for our modeling and simulation. The contribution of this work is in suggestion of a way to detect voice spam call signal and testing of the method using modeling and simulation methodology.

• International journal of advanced smart convergence
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• v.1 no.1
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• pp.19-26
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• 2012

The deployment of mobile femtocellular networks can enhance the service quality for the users inside the vehicles. The deployment of mobile femtocells generates a lot of handover calls. Also, numbers of group handover scenarios are found in mobile femtocellular network deployment. The ability to seamlessly switch between the femtocells and the macrocell networks is a key concern for femtocell network deployment. However, until now there is no effective and complete handover scheme for the mobile femtocell network deployment. Also handover between the backhaul networks is a major concern for the mobile femtocellular network deployment. In this paper, we propose handover control between the access networks for the individual handover cases. Call flows for the handover between the backhaul networks of the macrocell-to-macrocell case are proposed in this paper. We also propose the link switching for the FSO based backhaul networks. The proposed resource allocation scheme ensures the negligible handover call dropping probability as well as higher bandwidth utilization.

• Journal of the Institute of Convergence Signal Processing
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• v.7 no.1
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• pp.24-32
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• 2006

In this paper, we proposed the multimedia call admission control algorithm with the bandwidth reservation based on the prediction of wireless terminal's location to guarantee quality of service for multimedia applications in cellular networks. This algorithm aims at minimizing possible errors In predicting the moving direction of terminals using a mobility prediction scheme. This prediction reduces the size of bandwidth reserved redundantly. In order to evaluate the performance of the algorithm, the blocking rate of new calls and the forced termination rate of hand-off calls are measured and compared the results with those of existing schemes. The results of the experiment revealed that the algorithm presented in this paper achieved better performance with lower call blocking rates and forced-termination rates than those of other methods.

• Journal of Communications and Networks
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• v.16 no.2
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• pp.130-139
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• 2014

Due to the unpredictable nature of channel availability, carrying delay-sensitive traffic in cognitive radio networks (CRNs) is very challenging. Spectrum leasing of radio resources has been proposed in the so called coordinated CRNs to improve the quality of service (QoS) experienced by secondary users (SUs). In this paper, the performance of coordinated CRNs under fixed-rate with hard-delay-constraints traffic is analyzed. For the adequate and fair performance comparison, call admission control strategies with fractional channel reservation to prioritize ongoing secondary calls over new ones are considered. Maximum Erlang capacity is obtained by optimizing the number of reserved channels. Numerical results reveal that system performance strongly depends on the value of the mean secondary service time relative to the mean primary service time. Additionally, numerical results show that, in CRNs without spectrum leasing, there exists a critical utilization factor of the primary resources from which it is not longer possible to guarantee the required QoS of SUs and, therefore, services with hard delay constraints cannot be even supported in CRNs. Thus, spectrum leasing can be essential for CRN operators to provide the QoS demanded by fixed-rate applications with hard delay constraints. Finally, the cost per capacity Erlang as function of both the utilization factor of the primary resources and the maximum allowed number of simultaneously rented channels is evaluated.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.42 no.12
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• pp.85-94
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• 2005

In this thesis, we propose a Speed Accommodation Priority Algorithm Scheme(SPAS) and Traffic Control Model Scheme (TCMS) to satisfy a desired handoff dropping probability and to reduce the blocking probability of new calls using mobility characteristics and handoff rate in mobile communication networks. The guard channels below threshold can guarantee the Quality of Service(QoS) in terms of the request handoff dropping probability and the guard channels above the threshold can be used to handle high priority new calls and high priority handoff calls. When the ratio of the handoff call arrival rate is less then the ratio of the new call arrival rate, the proposed method can guarantee the new call better than the previous guard channel scheme.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.7
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• pp.396-406
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• 2018

The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.40 no.12
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• pp.106-115
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• 2003

Diverse multimedia services will be deployed at hand on 3G-and-beyond multi-service CDMA systems in order to satisfy different quality of service (QoS) according to traffic types. In order to use appropriate resources efficiently the call admission control (CAC) as a major resource control mechanism needs to be used to take care of efficient utilization of limited resources. In this paper, we propose a QoS-aware CAC (QCAC) that is enabled to provide service fairness and service differentiation in accordance with priority order and that applies the different thresholds in received power considering different QoS requirements such as different bit error rates (BER) when adopting total received power as the ceil load estimation. The proposed QCAC calculates the different thresholds of the different traffic types based on different required BER applies it for admission policy, and can get service fairness and differentiation in terms of call dropping probability as a main performance metric. The QCAC is aware of the QoS requirement per traffic type and allows admission discrimination according to traffic types in order to minimize the probability of QoS violation. Also the CAC needs to consider the resource allocation schemes such as complete sharing (CS), complete partitioning (CP), and priority sharing(PS) in order to provide fairness and service differentiation among traffic types. Among them, PS is closely related with the proposed QCAC having differently calculated threshold per each traffic type according to traffic priority orders.