• Science of Emotion and Sensibility
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• v.17 no.2
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• pp.85-90
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• 2014

The purpose of the study is to develop self-management system that people can enhance physical and psychological health through repeating by themselves to relieve work-related stress. The regular respiration can help homeostasis of heart to maintain. Also the effect can be stabilized from irregular heart rhythm by work-related stress. People have optimal respiration cycle to stabilize heart rhythm and repeat training using their RSP(respiration) time including expiration and inhalation. This system is not only offering optimal respiration training service but also finding optimal respiration cycle. The adults who have stress from work participated in verification experiment. This study expects to help those people who are workers related to call center jobs in emotional labor can relieve their stress. It can also help to enhance their own health and increase their work efficiency.

• 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.

• 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.

• Industry Promotion Research
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• v.9 no.2
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• pp.1-12
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• 2024

This study examines the role of Environment, Social, and Governance (ESG) activity recognition on job satisfaction, prosocial activities, and job performance among customer representatives working in call center environments. After gathering data from 264 call center workers in major South Korean insurance companies, the analysis w as performed using SmartPLS 4.0. This study's findings reveal that employee recognition of ESG activities significantly enhanced job satisfaction. The impact of ESG activity recognition on prosocial behavior was positive but relatively weak. Job satisfaction influences both prosocial behavior and the job performance of employees. Finally, prosocial behavior positively influences job performance. The most significant finding is that employees' recognition of companies' ESG management practices serves as a job resource. This recognition enhances employees' attitudes, behavior, and performance, signaling the potential benefits of informing employees about corporations' ethical behaviors.

• Journal of Internet Computing and Services
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• v.9 no.2
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• pp.139-145
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• 2008

CRM(Customer Relationship Management) improves the competitiveness of small companies to large enterprises. E-mail, SMS (Short Message Service), telephony service, DM (Direct Mail) are used for customer response in many companies. In order to improve company's profit, business diversification is in progress with protecting the succession of existing customers, and the only of new customers. Futhermore, BPR (Business Process Re-engineering) and BPM (Business Process Management) of the CRM can be easily found in many companies, because it is the first contact point to the company at the customer's view. This paper discusses the development of CRM, and proposes a call object routing agent that is the main engine of the CRM. Result of performance evaluation of proposed method show that the system is effective and powerful enough to use at the multi-channel environment.

• Journal of KIISE:Computing Practices and Letters
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• v.13 no.7
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• pp.520-533
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• 2007

The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.

• The Inventors News
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• no.48
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• pp.1-16
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• 2006

축사/발명 유비쿼터스 선도하는 언론 지향/'발명하는 사람들' 창간 4주년 맞다/'발명하는 사람들' 창간 4주년을 축하합니다/반도체 공정분야 특허 출원 급증/운동화에도 웰빙 바람/공기청정기 특허출원 꾸준한 증가/차세대 반도체 특허, 회로.응용 분야에 집중/맥주, 이제 병이 아닌 플라스틱 용기에/특허고객콜센터, 품질인증 획득/특허청,'찾아가는 특허검색서비스' 제공/직무발명보상 개정법 관련 세미나/'쟁점별 특허소송 가이드북'제작/특허청 연구회, 고객감동 경영의 밑거름/한국특허정보원,2006 한국서비스대상 공공부문 대상 수상/현대차, 특허침해 찾으면 로열티 10% 지급/나이키 짝퉁, 한해 3백60만 켤레 적발/특허청, 자동차부품연구원과 업무협약/휴대용 포토 프린터 특허 출원 증가/역사 속의 발명품/하루 10분 발명교실/특허Q&A/한국여성발명협회 13년 발자취/미니인터뷰/이공계 대학교수 대상 특허정보 세미나 개최/실용신안 등록출원, 우선심사 대상 확대/자료 수집을 소홀히 마라/특허청 간부진, 고객 현장 속으로/삼성, 중국 저명상표로/포스코, 특허시스템 가동/도미다의 원너 커트/월마트, 짝퉁 '펜디' 판매로 망신살/일본, '지적재산권 입국' 계획 마련/미국-유럽연합, 짝퉁 퇴치 나선다/특허청, 자체 브랜드 '특허로' 첫상표출원/인청 부평지식재산센터, 발명가 초청강연회 개최/'2006 피츠버그 국제전' 에서 국내 발명가 수상/세계 최고 4대 건강식품/특허법원, 책 제목 출판사 소유로/한국여성발명협회 회원사 발명품 가이드/'2006년 여대생 발명캠프'/

• Journal of Information Technology Services
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• v.22 no.4
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• pp.1-19
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• 2023

This study is a study on the effect of technical readiness factors on counselors' intention to use when applying AICC. AICC counselors experience improved customer service and emotional stability by receiving various monitor notification window services based on artificial intelligence algorithms such as customer counseling history, prohibited word control system, and customized counseling system. Accordingly, this study tried to verify using factors derived from technology readiness theory and technology acceptance theory among the factors affecting the intention to continue using AICC provided to counselors. To verify the research hypothesis, the causal relationship between variables such as Optimism, Innovativeness, Discomfort, Insecurity, and Technology Acceptance Theory, such as Team Support, Ease of Usage, and Innovation Resistance, was verified. As a result of empirical analysis, first, it was verified that Optimism has a positive (+) effect on Team Support and Ease of Usage, and Discomfort and Insecurity have a negative (-) effect on Ease of Usage and Team Support. Second, it was confirmed that Team Support and Ease of Usage had a positive effect on the Intention to use AICC. Based on the above empirical analysis results, the concepts of Technical Readiness were clearly proved, and in practical terms, AICC helped inquiry, quality evaluation, recording, and management of counseling history, ultimately increased corporate work efficiency.

• Journal of Information Technology Services
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• v.13 no.1
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• pp.87-101
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• 2014

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

• Proceedings of the Korea Information Processing Society Conference
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• 2006.05a
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• pp.639-642
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• 2006

본 논문에서는 다양한 서비스가 운용되고 있는 인터넷 망에서 PCM 및 ADPCM으로 압축된 음성데이터를 전송할 경우에 발생하는 패킷 크기와 한계 지연시간의 변화가 수신측의 음질에 미치는 영향을 분석하였다. 이를 기반으로 주어진 한계 지연시간에 대하여 적절한 음질을 제공하기 위한 전송패킷의 크기에 대하여 분석하여 적절한 코덱 선택 방법을 제안하였다. 제안된 방법의 실험결과를 입증하기 위해 음질 평가인 MOS평가 방법을 사용했으며 측정방법으로는 서울을 중심으로 전국5개 지역 지점별 5회 측정 각 지점의 임의 번호를 서울 콜 센터로 Call Forwarding 설정 후 측정하고, VQT은 PAMS 알고리즘과 ADRA(Audio Direction Reference Audio)를 사용하여 측정한 결과 음성코덱의 데이터비와 Datagram size에 의해 음성 품질이 달라짐과 적절한 코덱 선택방법임을 확인하였다.