• 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.

• The Journal of the Korea Contents Association
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• v.8 no.4
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• pp.197-210
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• 2008

In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.

• Journal of Digital Convergence
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• v.10 no.4
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• pp.11-22
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• 2012

Smart work, which is a new way of working at out-of-home instead of an office, has become a widespread practice because it is considered as beneficial for both organization and employee. This study is conducted to investigate the differences about attitude toward the organizational effectiveness between smart worker and office worker in a call center. The result showed that the perceived advantages of smart worker(higher service climate, job satisfaction, organizational commitment, service capability) are more positive than those of office workers. Based on this result, the implications and policy directions of smart work were discussed.

• Korean Journal of Occupational Health Nursing
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• v.22 no.3
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• pp.257-265
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• 2013

Purpose: This study aimed to investigate the job stress level of call center workers and figure out its relation with cognitive emotion regulation strategies as a cognitive coping strategy. Methods: Data collection was conducted on 985 call center workers, working for K companies in Korea. ANOVA, t-test, Scheffe's test and multiple regression have been conducted for the data analysis using SAS 9.0 software. Results: The total job stress score of subjects ranges $Q_{25{\sim}49}$ (the lower 50%) whereas the score of job demand and job control ranges $Q_{50{\sim}74}$ (the upper 50%), and its sectional job stress level is high. Since job stress is the major factor affecting cognitive emotion regulation strategies, it is shown that when the job stress score gets higher, the score of positive cognitive emotion regulation strategies gets decreased but the score of negative cognitive emotion regulation strategies, increased. Conclusion: Based on the results of this study, it is necessary to develop and apply an effective stress easing method for call center workers which reduces negative cognitive emotion regulation strategies and increases positive ones.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.7
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• pp.396-406
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• 2018

The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.

• 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 Korean Society of Occupational and Environmental Hygiene
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• v.21 no.3
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• pp.168-176
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• 2011

Objectives: Hundreds of thousands of call center workers are wearing an acoustic device for their businesses, such as telemarketing and customer counseling, and the number of the workers are increasing sharply. Because call center workers always talk to dozens of customers over the headset, they would be placed under the state of a higher risk with their hearing ability. The purpose of this study is to investigate factors that affect the hearing thresholds for the call center workers. Methods: This study investigated hearing losses of 101 workers of 5 call centers in Korea by executing puretone audiometry and self-administered questionnaires. A cross table analysis was processed to compare gender differences between male and female. Male and female hearing thresholds were compared with the Students' t-test, and one-way ANOVA was conducted to observe the difference between non-occupational and occupational characteristics in 2, 3, 4, 6, and 8 kHz hearing thresholds for the female workers. Additionally, multiple regression analysis was conducted to find the factors that affect the 4 kHz hearing thresholds. Results and Conclusions: Male hearing thresholds were higher than those of female except for 8 kHz. In the group having an ear related disease, hearing threshold of male left ear was highly affected rather than that of female in 4 kHz. There were significant differences in the variables of alcohol drinking (2 kHz) and headset volume (8 kHz) in both ears. While this study does not show any significant factors that affect the hearing thresholds in the occupational characteristics, the gender and the previous ear related diseases, non-occupational characteristics, were found as the factors in 4 kHz. It is suggested that the more detailed survey be performed to identify the occupational factors that affect the hearing thresholds in the call center workers based on the result derived from this study.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2011.04a
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• pp.808-813
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• 2011

There are hundreds of thousands call center workers wearing acoustic device. However, researches and noise exposure measurements on the noise transmitted from acoustic devices have seldom been performed due to the difficulty of measurement and to the absence of the measuring method in Korea. The aim of this study is to set up management measures to protect hearing loss on the call operator by acquiring measurement data of noise transmitted from the headset Noise exposure measurements of 17 operators were performed in 7 call centers and Head and Torso Simulator method in compliance with the ISO Standard 11904-2 was used for the measurement of noise transmitted from the headset Sound pressure levels(SPL) transmitted from the headset were 73.2~86 dB(A). The operator exposed to the highest SPL set up his volume control at 9 which was the highest volume level. The volume control level, adjustable from 1 to 9, could be identified 12 out of 17 operators and the range of volume levels was 4.5~9. As a result of Pearson Correlation Analysis, the correlation between volume level and SPL transmitted from the headset showed high relation as significance at the 0.672 level(p<0.05). To protect hearing loss of call center operators, it is more practical and effective measure to limit the volume level below the noise exposure level, i.e. 85 dB(A), rather than to carry out noise monitoring considering cost-effective aspect.

• Transactions of the Korean Society for Noise and Vibration Engineering
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• v.21 no.7
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• pp.615-621
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• 2011

There are hundreds of thousands call center workers wearing acoustic device. However, researches and noise exposure measurements on the noise transmitted from acoustic devices have seldom been performed due to the difficulty of measurement and to the absence of the measuring method in Korea. The aim of this study is to set up management measures to protect hearing loss on the call operator by acquiring measurement data of noise transmitted from the headset. Noise exposure measurements of 17 operators were performed in 7 call centers and head and Torso simulator method in compliance with the ISO standard 11904-2 was used for the measurement of noise transmitted from the headset. Sound pressure levels(SPL) transmitted from the headset were 73.2~86 dB(A). The operator exposed to the highest SPL set up his volume control at 9 which was the highest volume level. The volume control level, adjustable from 1 to 9, could be identified 12 out of 17 operators and the range of volume levels was 4.5~9. As a result of pearson correlation analysis, the correlation between volume level and SPL transmitted from the headset showed high relation as significance at the 0.672 level(p<0.05). To protect hearing loss of call center operators, it is more practical and effective measure to limit the volume level below the noise exposure level, i.e. 85 dB(A), rather than to carry out noise monitoring considering cost-effective aspect.