• 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.

• IE interfaces
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• v.25 no.3
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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.

• The Korean Journal of Health Service Management
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• v.5 no.2
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• pp.187-197
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• 2011

The purpose of this study is to analyze factors related to the job stress experienced by call center employees at public institutions, so as to provide basic data to relieve work-related stress and enhance the job satisfaction of such employees. To promote objectivity and representation, the study was conducted by way of survey, the subjects being call center employees in 8 public institutions that operate call centers, which are located in the Busan and Seoul areas. Of the 240 surveys distributed, 196 were collected and 173 of those were used for analysis after eliminating 25 with insufficient responses. The results of this study are as follows. First, in terms of general properties, it was determined that employees with higher levels of education and families to support had greater job stress. second, in terms of job-related properties, employees who were unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues had greater job stress. In terms of the group that was satisfied compared with the group that was unsatisfied with the job, HR policies, and their relationship with superiors and/or colleagues, regular workers had less job stress than irregular workers.

• Journal of the Korean Data and Information Science Society
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• v.23 no.4
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• pp.777-785
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• 2012

Recently, the rapid development of internet and information technology has led to rapid changes in many industries. One of the most rapidly developing industries is the call centers. Almost all public institutions, financial institutions including insurance companies, and shopping malls, many call center staffs are proceeding with the consultation. However, lack of call center staffs is leading to a lot of customers complaints. The function of outbound call centers such as promotion and sale of products is also arising some problems due to insufficient number of consulting staffs. In this study, we propose the call center model for maximizing the rate of call connection time and suggest the best way of call centers model to be the channel distributions using the data mining techniques.

• Research in Community and Public Health Nursing
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• v.33 no.1
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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.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.4
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• pp.21-28
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• 2019

As ICT technology develops, researches on the construction of communication system for the rapid processing using ICT technology in case of traffic accidents are actively under way. e-Call (Emergency call) is a vehicle ICT-based emergency rescue system that recognizes and reports traffic accidents. On the other hand, the existing bus information system collects the positioning data through the position tracking system mounted on the bus and transmits it to the center, and then provides various services based on the bus information of the collected buses. In this paper, we designed and implemented an emergency rescue system that using the existing bus information system in order to deal with accidents, failures, and emergency situations on public buses quickly.

• Management & Information Systems Review
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• v.30 no.4
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• pp.1-22
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• 2011

The role of call center as public organizations introduce call center in has become very important in public services. Especially the leadership of the middle management at the call center in public organizations has become very essential in accordance with the increase of role of teamleader or managers. For this reason, in this research we want to know not only the impact relation teamleader's leadership have on the quality of services and job satisfaction as call center counsellors feel but also the impact relation the quality of callcenter counsellor's services at callcenter have on job satisfaction, and the mediating effect of services quality is examined in the relationship between leadership and job satisfaction Analyses showed that teamleader's leadership have influence on callcenter counsellors' job satisfaction and the quality of services and the quality of employees' services have a positive influence on job satisfaction, the mediating effect of services quality is certified in the relationship between leadership and job satisfaction. Therefore, to encourage the teamleaders' leadership at callcenter, the empowerment and an appropriate compensation need to be provided. Also to improve the quality of employee's services teamleaders ought to run the reinforcing cooperation program or various incentive program and job education need to be encourage and aligned.

• Korean Journal of Occupational Health Nursing
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• v.24 no.2
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• pp.142-151
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• 2015

Purpose: The purposes of this study were to investigate the degree of presenteeism, which lowers productivity when call center workers come to work with illness, and analyze the factors influencing it. Methods: A survey was conducted for three months from July to September, 2013 to collect data. Questionnaires were distributed to 1,500 workers at 30 call centers in Seoul and Gyeonggi Province, of which were 1,274 returned and analyzed for the study. Results: The findings show that the call center workers scored 15.4 points out of the maximum 30 on presenteeism based on SPS-6. The study examined factors that affect the presenteeism of call center workers and identified inner emotional labor, depression, subjective health condition, age and turnover intention as those factors. Their presenteeism was low when they engaged in more inner emotional labor, and when they had a good subjective health condition. The presenteeism was high when they had a higher degree of depression, were young, and had a higher turnover intention. Conclusion: The findings call for a need to implement a mental health promotion program to resolve call center workers' depression at work, help them manage their emotional labor to lower their turnover intention, improve their subjective health conditions, and run a health management program to consider the uniqueness of the young age group in order to prevent their increasing presenteeism.

• 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 Agricultural Extension & Community Development
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• v.15 no.3
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• pp.461-497
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• 2008

The objective of the study was to evaluate the impact of the Call System of agricultural extension services in Korea. The respondents were satisfied on the speedy solution (74.5%), consultation (88.4%), and accessibility (79.7%) of the call system. However, satisfaction of farmers on in-depth consultation was higher (74.3%) than the satisfaction rated by the public servants of RDA (48.9%). Both groups replied positively (70.4%) on the need for expansion of the call system. The analyses of the results leads to a conclusion that there is a need to increase marketing on the importance of RDA's Call System to customers of agricultural extension and to improve accessibility through expansion of the system in other areas. These could solve the decreasing number of extension professionals and improve the quality and efficiency of extension services. These analyses may be useful as bases for a nationwide Call System that connects the center with other districts and for planning a renovation of information-oriented agricultural extension services. The issue that needs improvement is to abandon the grounds of agricultural technology information provider and respond to the customers' needs efficiently by building an established Call System which can minimize the side effect of the trends of reforming and downsizing the organization. It is needed to develop a unified management Call System of agricultural technology information that could provide real-time information, and database the results simultaneously for use as feedback to the Rural Development Programs. Related laws and policies need to be improved to establish a nationwide information network that maximizes the current network in agricultural regions to spread information, to provide institutional support, and to encourage development of training system and research and development by concerned institutes.