• 기술혁신학회지
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• 제1권3호
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• pp.374-385
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• 1998

This study is estimates telephone service demand based on empirical studies of telecommunication service demand model. First, the telephone charge(call price index) by each location and subscription fee bring about a negative effect to telephone distribution rate: while the other explanatory variables bring about a positive effect. Second, the flexibility of telephone charge in A location(relevant location) and the flexibility between the distance of A location and B location are negative values, while the flexibility of other explanatory variables is represented in a positive value. This means that the long distance call numbers from A location to B location are in inverse proportion against the phone charge(call price index) of A location and against the distance between A location and the distance of other locations except A location, while they are in direct proportion with an average call number per minute from A location to other locations except A location, and also with subscription numbers of A location, other subscribers in locations other than A location, and the total expenditures of A location.

• Journal of Communications and Networks
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• 제14권4호
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• pp.461-466
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• 2012

Any future heterogeneous overlay network system must be able to support ubiquitous access across multiple wireless networks. To coordinate these diverse network environments, one challenging task is a call admission decision among different types of network. In this paper, we propose a new call admission control scheme to provide quality of service (QoS) while ensuring system efficiency. Based on the interplay between network structure and dynamics, we estimate the network's QoS level and adjust the service price adaptively with the aim of maximizing the network performance. A simulation shows that the proposed scheme can approximate an optimized solution while ensuring a well-balanced network performance in widely different network environments.

• 한국시뮬레이션학회논문지
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• 제12권4호
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• pp.83-94
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• 2003

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company's call center. The simulation study shows reduction in managing cost and better customer's satisfaction.

• 한국시뮬레이션학회논문지
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• 제16권3호
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• pp.75-87
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• 2007

VoIP 서비스 품질이 개선되고 많은 문제점들이 극복되면서 이에 대한 사용자들의 관심이 높아지고 있다. VoIP는 인스턴트 메시징 서비스 등 사용자들의 편익을 위한 서비스를 제공하고 있지만 비용 및 보안 문제는 사용자들의 이러한 서비스 사용을 주저하게 만들고 있다. 본 논문은 이와 같은 문제 중 하나인 VoIP 스팸 문제를 다루고자 한다. 스팸 콜에서의 음성 메시지 신호 패턴을 고려하여 정상 콜과 Noise가 포함된 정상 콜, 스팸 콜 이 세 가지 음성 모델을 설계하고, 논문에서 제시하는 음성 신호 정보량 기반의 스팸 탐지 알고리즘에 적용해 보았다. 각 모델의 모델링 및 시뮬레이션은 DEVS-$Java^{TM}$를 이용하였다. 본 연구는 스팸 콜 음성 신호를 탐지하기 위한 방법을 제시하고 이를 모델링 및 시뮬레이션 방법론을 통해 검증하는 것에 기여점을 둘 수 있다.

• 한국산학기술학회논문지
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• 제7권4호
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• pp.753-758
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• 2006

근래의 외국계 레스토랑의 국내 진출은 의식 서비스 품질의 중요성을 인식시켜주는 계기가 되었으며, 고객 만족은 그 어떤 무엇보다도 중요한 비즈니스 활동의 목적으로 여기게 되었다. 이러한 점을 감안하여, 본 연구에서는 한국에서 패밀리 레스토랑의 고객 만족을 위한 중요한 요소들을 규명하기 위하여, Fishbein의 행동모델을 이용하여 패밀리 레스토랑의 호스트 호명제 서비스 타당성을 검증하고자 하였다. 연구가설은 문헌연구를 통해 설정하였으며, 패밀리 레스토랑 고객을 대상으로 설문조사하여 실증연구를 수행하였다. 수집된 설문조사 자료는 SPSS를 이용하여 분석하였으며, 기술통계, t-test. F-test 및 회귀분석을 수행하였다. 분석결과 본 연구에서 설정한 4개의 가설이 모두 유의함을 확인하였다. 따라서 패밀리 레스토랑의 호스트 호명제 서비스는 고객 만족을 증대시키기 위하여 도입되어야 함을 유추할 수 있다. 결론적으로 패밀리 레스토랑의 호스트 호명제 서비스는 고객의 만족도를 향상시킬 수 있는 중요한 요소임을 입증하였고, 패밀리 레스토랑의 경쟁력을 강화하기 위해서는 차별화된 서비스를 지속적으로 개발하여야 한다.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2011년도 추계학술발표대회
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• pp.1365-1368
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• 2011

The Kalman Filter is one of the most common techniques of tracking mobile user. Web service is a promising method of reusing programs. Therefore, this paper presents our implementation of Kalman Filter web service. There are three ways of implementing a web service system. Ours is Kalman filter as RPC web service.

• 산업공학
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• 제17권4호
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• pp.466-471
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• 2004

In this paper, I develop a simple dynamic resource allocation algorithm that reduces the call blocking rate by improving the resource utilization of the WCDMA (Wideband Code Division Multiple Access) systems under multimedia service environment. Simulation results show that the proposed algorithm significantly reduces the blocking rate of high speed multimedia calls. The algorithm developed in this paper is currently working in the commercial WCDMA IMT-2000 system.

• 한국IT서비스학회지
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• 제13권1호
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• pp.87-101
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• 2014

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

• 유통과학연구
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• 제14권5호
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• pp.91-96
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• 2016

Purpose - Although various studies have been conducted on the stress of service employees, there are still lack of studies regarding job stress and job satisfaction of call center workers. Especially there are quite few studies on the job stress according to employment type. This study focused on job stress and job satisfaction for call center employees and the correlation between the two factors and aimed to provide basic materials for seeking for the plans to reduce job stress and improve job satisfaction. Research design, data, and methodology - Frequency, percentage, and mean value were calculated through descriptive statistics in order to find out demographic characteristics, level of job stress, and job satisfaction. Differences in job stress according to employment type were calculated by using one-way ANOVA. Correlation between job stress and job satisfaction were identified through empirical analysis with Pearson's correlation coefficient. 150 materials were used for final analysis. The collected materials were analyzed to get statistics by using SPSS 20. Results - First, as for the job stress of call center workers, overall mean value was 2.54 in 4-point scales. Among the six sub-factors, job demands had the highest score, which was 2.67. Second, as for the job stress according to employment type, others showed higher score than mean value followed by contract job and full-time job in that order, in terms of job insecurity and organizational system. In terms of inappropriate remuneration, contract job showed higher score than mean value followed by others and full-time job. Third, as for the satisfaction with job, the mean value was 2.37 in 4-point scale and "very much satisfied" was only 3.3%. Lastly, in terms of job stress and job satisfaction, all sub-factors except for job demands showed significant correlation. The more job stress increased, the more job satisfaction decreased. Conclusions - First, as a result of analyzing job stress according to the employment type of call center workers, job stress increased more when the employment type was not full-time. Therefore, it was assumed that self-rescue efforts should be followed for effective employment management of call center business where contract employment takes most part as well as efforts to transfer them to full-time job. Second, decrease in job satisfaction of call center workers may affect the performance of an organization as well as service quality of the company providing the service. Therefore, various supports are required to decrease job stress and increase job satisfaction for call center workers through the expansion of rest area or break time. Third, I could recognize that there were lack of academic research on call center business in the whole service industry. Therefore, further research should be conducted more actively in the future. In particular, this study has special significance in the aspect that there were few studies on the job stress of call center workers according to employment type.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2006년도 춘계 종합학술대회 논문집
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• pp.99-102
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• 2006

콜센터는 고객과의 상호작용이 가장 많이 일어나는 고객접점으로 인식되고 있으며, 고객만족도를 향상시키고 고객 유지율을 증가시키는 활동을 하는 기업의 제 1 관문으로서의 그 역할이 증대되고 있다. 콜센터의 서비스 품질은 기업경쟁력의 척도로서 운영기법과 경영관리에 있어서 고객과 의사소통하는 최 일선의 접점으로서 그 중요성이 점차 확대되어가고 있다. 또한 고객의 요구수준에 맞추기 위해서 서비스 품질을 향상시키는 것이야말로 경영진과 텔레마케터 모두의 당면 과제이기도 하다. 텔레마케터 교육을 위한 교육과정은 아직 확립되거나 표준화되지 않은 상태에 있다. 비록 짧은 역사를 가지고 아직 학문적 체계가 미비한 상태이지만 가능한 빨리 이에 대한 연구가 이루어져야 한다. 본 논문에서는 기존의 교육프로그램들을 분석하고, 콜센터의 의견들을 반영한 콜센터의 정형화된 텔레마케터 교육 프로그램을 개발에 관해 기술한다.