• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• Journal of Digital Convergence
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• v.13 no.1
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• pp.163-176
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• 2015

The purpose of this research is to find out the service quality dimensions and detailed elements of a call center, and to study what relationship the service quality dimensions have with service recovery and customer royalty. This research set up the hypothesis and the research model to verify the relationship between the call center service quality and the service quality customer royalty for 139 people surveyed who experienced dissatisfactions. The result of the hypothesis verification shows that it has an influence on the counselors' service quality and service recovery processes of 3 call centers. The service recovery has en influence on the customer royalty. The result quality as a result remained for a customer after counseling can be called the ultimate purpose of using the call center for a customer, and the research shows that it has the largest influence on the service recovery of 3 dimensions of the call center service quality. In the relationship between the service recovery and the customer royalty, the service recovery has a meaningful influence on the customer royalty.

• Journal of the Korea Society for Simulation
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• v.12 no.4
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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.

• Journal of Service Research and Studies
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• v.5 no.2
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• pp.161-176
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• 2015

The significance of upgrading current certification service for customer center manager and counsellor in Korea Call Center Information Research Center-affiliated Call Center College is dramatically increasing due to steady applicants for the last few years, while there is a need to expand the numbers of applicants with a new channel. This paper has suggested the directions for developing IBT system to hold a dominant position in the certification business industry. Providing IBT channel, mainly base upon internet and utilizing various IT infra for the PCCM (Preliminary Customer Center Manager)/CCCM (Certified Customer Center Manager), will increase the convenience of taking qualification exams for customer center managers and improve competitiveness in qualification certification business industry. Specifically, this study reviews overview of industry trends of domestic and overseas, success cases of test services, service model and methods of on-line test, and short and long term analysis of the domestic and overseas markets.

• 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.

• Journal of the Korea Safety Management & Science
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• v.24 no.4
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Journal of Information Technology Services
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• v.13 no.1
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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.

• Journal of Information Technology Services
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• v.16 no.3
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• Journal of the Korean Data and Information Science Society
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• v.17 no.2
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• pp.335-344
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• 2006

The purpose of this paper is to apply data mining method for the inbound call center optimization. Data mining analysis is come to be used in order to predict the degree of difficulty on the consultation. It is the method of maximal efficiency for the call center that uses of the predicted degree of difficulty and customer grade as routing which hits to the skill of the consultation unit. This method is to get the possibility of efficiency for the call center with the maximum efficiency.

• Atmosphere
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• v.27 no.4
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• pp.377-384
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• 2017

The effective management of call centers under special circumstances is critical to improve customer satisfaction. In order to effectively respond to call center counseling demand, this paper aims to identify factors having the greatest impact on the number of Korea Meteorological Administration (KMA) call center counseling. To do so, we propose to combine call center data with severe weather announcement data and investigate how the severe weather announcement affects the number of KMA call center counseling. A time lag analysis is conducted and it is found that the severe weather announcement takes about an hour to be reflected in the number of KMA call center counseling. Based on the result of the time lag analysis, we conduct a comparative analysis according to time and season using the data collected from 1 January 2012, to 29 June 2016. The results show that the number of KMA call center counseling increases at lunchtime and decreases during nighttime, and the average rate of change in call center counseling demand tends to be larger under the severe weather announcement. For the comparative analysis according to the season, there are significant differences in the effect of severe weather announcement on the number of KMA call center counseling in spring, fall and winter.