• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2003.10a
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• pp.27-30
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• 2003

The introduction of reseller In Australian Fixed Telecommunication Market resulted in the reduction of Telstra's local call market share by 13 percent and average fall rate was reduced. Thus, Telstra increased basic rate at 14.5 percent to compensate loss revenue in the local call market. With the deployment of carrier pre-selection of long distance and international calls, it reduced long distance rate at 23.5 percent and international tall rate at 53 percent, and increased the Churn rate. Therefore, the deployment of service-based competition brought efficient results for long distance and international call market. However, LM market created 13.4 percent reduction in call rates, complications in charge system, technical barriers and the preference of one-bill by customers.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.7C
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• pp.696-703
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• 2002

In traditional approaches to IN load control, there has been a focus on the protection of individual SCPs. On the other hand, the load control of network level can be achieved by using a mobile agent technology, which is a software element responsible for moving from one system to another and performing their task. In this thesis, we propose an mobile agent mechanism and two mobile agent migration procedures and analyze the performance of the Call Gapping mechanism and the mobile agent mechanism. The mobile agent mechanism showed that the SCP load control rate and attempt the number of attempted call failure were better than those of Call Gapping mechanism. Also, the amount of SS NO.7 traffics was reduced in the case of an overload condition.

• Journal of Korean Institute of Industrial Engineers
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• v.29 no.4
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• pp.312-320
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• 2003

Recently there is a growing interest in mobile cellular network providing multimedia service. However, the link bandwidth of mobile cellular network is not sufficient enough to provide satisfactory services to users. To overcome this problem, an adaptive framework has been proposed. In this study, we propose a new method of estimating DPR(Degradation Period Ratio) in an adaptive multimedia network where the bandwidth of ongoing call can be dynamically adjusted during its lifetime. DPR is a QoS(Quality of Service) parameter which represents the ratio of allocated bandwidth below a pre-defined target to the whole service time of a call. We improve estimation method of DPR using DTMC(Discrete Time Markov Chain) model by calculate mean degradation period, degradation probability more precisely than in existing studies. Under Threshold CAC(Call Admission Control) algorithm, we present analytically how to guarantee QoS to users and illustrate the method by numerical examples. The proposed method is expected to be used as one of CAC schemes in guaranteeing predefined QoS level of DPR.

• Journal of Information Technology Services
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• v.13 no.2
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• Journal of Digital Convergence
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• v.15 no.9
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• pp.519-532
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• 2017

The purpose of this study was to investigate the content of job stress experienced by call center consultants. For that purpose, the investigator interviewed 11 call center consultants one-on-one in D City, conducting qualitative analysis of content of job stress they experienced according to Giorgi's phenomenological analysis procedure. As a result, there were classifications of job characteristics and individual characteristics. They were further classified into 8 categories and 24 subcategories. As for job characteristics, there were "limitations of work performance," "work burden," "inflexible work style," "uncontrolled customers," and "controlled demand." As for individual characteristics, there were "psychological instability," "personality vulnerabilities," and "poor coping resources." The categories of job characteristics and personal characteristics were classified into limit and control levels, respectively. It is found that poor coping resources mediate between job stress and personal characteristics. Based on these results, we discussed not only the existing organizational responses but also the combined interventions that mitigate the psychological stress after the unstable psychological state of the individual.

• Magazine of the Korean Society of Agricultural Engineers
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• v.34 no.E
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• pp.45-59
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• 1992

At downstream part of the hydraulic structures such as spiliway or drainage gate, jet flow can occur by gate opening. If stream bed is not hard or bed protection is not sufficient, scour hole will be formed due to high shear stress of the jet flow. We call this primary scour. Once the scour hole is formed, a vortex occurs in it and this vortex causes additional scour. We call this secondary scour. The primary scour proceeds to downstream together with flow direction but the secondary one proceeds to upstream direction opposite to it. If the secondary one continues and reaches to the hydraulic structure, it can undermine the bottom of hydraulic structure and this will lead to failure of structure itself. Thus, it is necessary to know the physical features of the vortex structure in a scour hole, which is the main mechanism of the secondary scour. This study deals with the characteristics of the vortex structure and its shear stress which causes the secondary scour.

• Proceedings of the Korea Information Processing Society Conference
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• 2010.11a
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• pp.886-889
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• 2010

정보 통신 기술의 발달 및 국민의 온라인 정부 민원 참여가 늘어나면서 민원인에 대한 범정부적 one-call, one-stop 서비스가 필요하게 되었다. 본 논문에서는 정부기관의 콜센터를 통합하여 편리하고 신속한 맞춤형 전화민원서비스를 제공할 수 있는 정부통합콜센터의 개념, 기능 및 발전방향을 제시하고자 한다.

• Journal of KIISE:Computing Practices and Letters
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• v.13 no.5
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• pp.300-310
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• 2007

The Session Initiation Protocol (SIP) is one of the major protocols used in call-setup over IP telephony. The SIP-signaled calls use many-sided states according to a request of user. In this paper, we suggest seven states and some events that help developers to design and implement new applications efficiently. And they enable an object-oriented design of the system. If you design the call-setup procedure only by the processing model suggested in RFC 3261 over commercial network, a fatal error may occur in the system because of heavy data traffic or unpredicted exception cases. However, according to the suggested seven states, if they are predefined events in the current system state, the standardized processing routine is executed. Otherwise, they can be processed by the exception routine in system. All event processing routines are designed and implemented using Finite State Machine (FSM).

• Journal of the Korean Institute of Telematics and Electronics S
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• v.35S no.9
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• pp.1-8
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• 1998

In this paper, we analyze the probability of soft handoff and hard handoff which served in DS-CDMA cellular system, and propose a new handoff control scheme. The object of proposed scheme is to reduce the hard handoff probability of delay sensitive calls which are very sensitive to transmission errors. In this scheme, if soft handoff is not possible, for a delay sensitive call, a delay insensitive call using the same frequency channel that a handoff call is using is handed off to one of other frequency channels and the traffic channel released by delay insensitive call's handoff is assigned to a delay sensitive call for soft handoff. A performance of the proposed scheme was evaluated through computer simulation.

• Journal of the Korea Convergence Society
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• v.6 no.6
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• pp.139-146
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• 2015

The purpose of this study is to determine the general characteristics and work-related characteristics of call center workers and learn the relationship between the subjects of emotional labor levels, stress response levels and turnover. Target the K's Call Center employees 300 people of telecommunications companies in Korea 2015 July 15 to August 31. Results of the study was higher the level of emotional labor of the subjects underlying factors which are somatization of stress reactions, depression, anger is rising, which also showed an increase in turnover. It is necessary to develop and measures to reduce the degree of turnover Intention of call center workers prepare measures are needed that can mitigate the stress response reduces the level of emotional labor.