IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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A Study on Diffusion of Public Call Centers in Korea

국내 공공기관 콜센터의 확산에 관한 연구

  • Noh, Ka-Yeon (Department of Information and Industrial Engineering, Yonsei University) ;
  • Shon, Seung-Hee (Department of Information and Industrial Engineering, Yonsei University) ;
  • Jeong, Bong-Ju (Department of Information and Industrial Engineering, Yonsei University)
  • 노가연 (연세대학교 정보산업공학과) ;
  • 손승희 (연세대학교 정보산업공학과) ;
  • 정봉주 (연세대학교 정보산업공학과)
  • Received : 2011.09.01
  • Accepted : 2012.03.14
  • Published : 2012.09.01
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Abstract

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.

Keywords

References

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