• 한국IT서비스학회지
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• 제18권3호
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• pp.17-35
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• 2019

Call centers do not simply play a role of responding to customers' calls, but they have developed into a core unit for maintaining competitiveness through services, marketing, or sales. Since the service quality of call centers heavily affects customer satisfaction, organizations have focused on enhancing it by reducing waiting time and increasing service level. One of the techniques, which improve the service quality of call centers, is to employ multi-skilled agents that can handle more than one type of calls. This study deals with three issues relevant to multi-skilled agents. First, we analyze how the way of allocating a specific group of agents to a set of skills affects the performance of call centers. Secondly, we investigate the relationship between the number of multi-skilled agents and the performance of call centers. Finally, we examine the impact of agent selection rules on the performance of call centers. Two selection rules are compared : the first rule is to assign a call to any available agent at random while the other rule is to assign a call preferably to single-skilled agents over multi-skilled agents when applicable. Based on simulation experiments, we suggest three implications. First, as the length of cycles in the agent-skill configuration network becomes longer, call centers achieve higher service level and shorter waiting time. Secondly, simulation results show that as the portion of multi-skilled agents increases, the performance of call centers improves. However, most of the improvement is attained when the portion of multi-skilled agents is relatively low. Finally, the agent selection rules do not significantly affect the call centers' performance, but the rule of preferring single-skilled agents tends to distribute the workload among agents more equally.

• 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.

• 산업공학
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• 제25권3호
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• pp.327-337
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• 2012

The development of information and communication technology affects people's life in social, cultural, and economic aspects. When this happens in public sector, it gives way more benefits than in private sector because of its high accessibility by public. Among the technological public services in Korea, call center service which provides administrative services by telephone and internet had been spotlighted as a new type of communication between people in demand and public service provider. Public call center service is expected to be continuously diffused in years due to its accessibility and convenience for public users. This study analyzes diffusion pattern of public call center service in Korea using Bass model and tries to suggest appropriate diffusion strategies. For practical cases, three most popular public call centers in Korea are analyzed in light of diffusion pattern and operating strategies. Our analyses identify that public call centers in Korea are facing continuous diffusion in two years and there exist certain strategies to efficiently expedite the diffusion.

• 한국철도학회논문집
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• 제11권5호
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• pp.449-454
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• 2008

콜센터를 이용하는 이용자와 철도청 내부 직원(운영자)들의 만족도에 관한 영향모형을 개발하고, 한국철도 콘센터의 서비스 개선사항을 도출하였다. 분석결과 이용자와 철도청 내부 직원(운영자)간에 개선사항의 차이가 있는 것을 알 수 있었다. 이용자 측면에서는 민원처리를 직접 수행하는 직원들의 능력과 태도에 대한 개선을 필요로 하며, 운영자측면에서는 정보제공과 시설에 대한 개선이 필요한 것으로 나타났다. 따라서 철도콜센터 서비스 개선시 이용자와 운영자의 의견을 종합적으로 고려하는 것이 필요하다.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2008년도 추계 공동 국제학술대회
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• pp.316-321
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• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• 한국멀티미디어학회논문지
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• 제12권1호
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• pp.31-40
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• 2009

콜센터는 회사와 고객들을 연결하는 주요 접속점이 되고 있다. 최근 계속해서 진보하는 통신 기술로 인해 콜센터의 수나 규모도 극적으로 성장하고 있다. 총 운영비의 많은 부분을 차지하는 인건비를 미루어 볼 때 효율적인 상담원 배치 계획은 콜센터의 경제적이고 성공적인 경영을 좌우한다. 그러므로 상담원의 수를 효과적으로 결정하는 것이 무엇보다 중요하다. 이러한 의미에서 콜센터 운영 및 관리는 큐잉 이론을 이용하는 수리적 최적화 문제로 모델링 할 수 있다. 본 논문에서는 대기 중 중도포기를 하는 두 종류의 고객을 가지며 두 대기 큐들의 용량이 유한인 N-설계 콜센터의 근사적 분석을 상태분할 방법을 이용해 다루기로 한다. 콜센터의 성능 측도에 대한 시스템 파라미터들의 영향을 알아보기 위해 수치계산 예를 보여준다.

• 지역사회간호학회지
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• 제33권1호
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• pp.128-138
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• 2022

Purpose: This study aimed to identify the factors influencing the wellness of call center employees. Methods: From December 2018 to October 2019, a cross-sectional study was conducted with 155 workers recruited from the call centers in Seoul, South Korea. Data were collected using self-administered questionnaires. The questionnaires were used to measure the following scales: Korean occupational stress scale, emotional labor scale, work-life balance scale and wellness scale. Using the SPSS 26.0 program, the descriptive statistics, independent t-test, ANOVA, correlation analysis, and multiple regression analysis were conducted. Results: The mean score of the wellness level of call center employees was 3.05 out of a maximum of 5.00. More wellness level of call center employees was associated with gender, psychiatric diagnosis, and call characteristics. A multiple regression analysis indicated that the total scores on the wellness scale were predicted by call characteristics, occupational stress and work-life balance, with an explanatory power of 42.2%. Conclusion: Study findings show that it is necessary to promote wellness in call center workers with differentiated strategies according to call characteristics, occupational stress and work-life balance. This implies that it is necessary to understand the call characteristics and patterns of workers and to provide an innovative wellness program tailored to individual characteristics for an effective management of the emotional labor and occupational stress.

• 산업공학
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• 제20권3호
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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.

• 유통과학연구
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• 제12권9호
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• pp.15-23
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• 2014

Purpose - The purpose of this study is to investigate the effects of service marketing agents' psychological contract with the company on organizational commitment and organizational citizenship behavior. Research Design, Data, and Methodology - The antecedent variable of psychological contract, dependent variables of organizational commitment and citizenship behavior, and mediating variables of self-esteem, self-efficacy, and perceived organization support were used, based on precedent studies. Result - The psychological contract had a positive influence on self-esteem, self-efficacy, and organizational support. Moreover, self-efficacy and organizational support had an influence on commitment, while self-esteem, self-efficacy, and organizational support influenced organizational citizenship behavior. In addition, the results relating to mediated effects showed that only self-esteem had no mediated effect between contract and commitment. Conclusions - The call centers are asked to let the agents cognize an affirmative psychological contract. Further, the call centers are asked to produce an organizational atmosphere to let agents increase motivation factors. Finally, agents should develop them at personal levels to cognize organizational support affirmatively and to keep mutually beneficial contracts between call centers and agents.

• Journal of the Korean Data and Information Science Society
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• 제18권2호
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• pp.561-572
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• 2007

In this paper, we describe various efficient optimization algorithms for obtaining an optimal customer allocation in the telephone call center. The main advantages of the proposed algorithms are simple, fast and very attractive for massive dataset. The proposed algorithms also provide comparable performance with the other more sophisticated linear programming methods. The proposed optimal allocation algorithms increase the customer contact, response rate and management product and optimize the performance of call centers. Simulation results are given to demonstrate the effectiveness of our algorithms.