• 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.

• Journal of Information Technology Services
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• v.18 no.3
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• pp.17-35
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• 2019

Call centers do not simply play a role of responding to customers' calls, but they have developed into a core unit for maintaining competitiveness through services, marketing, or sales. Since the service quality of call centers heavily affects customer satisfaction, organizations have focused on enhancing it by reducing waiting time and increasing service level. One of the techniques, which improve the service quality of call centers, is to employ multi-skilled agents that can handle more than one type of calls. This study deals with three issues relevant to multi-skilled agents. First, we analyze how the way of allocating a specific group of agents to a set of skills affects the performance of call centers. Secondly, we investigate the relationship between the number of multi-skilled agents and the performance of call centers. Finally, we examine the impact of agent selection rules on the performance of call centers. Two selection rules are compared : the first rule is to assign a call to any available agent at random while the other rule is to assign a call preferably to single-skilled agents over multi-skilled agents when applicable. Based on simulation experiments, we suggest three implications. First, as the length of cycles in the agent-skill configuration network becomes longer, call centers achieve higher service level and shorter waiting time. Secondly, simulation results show that as the portion of multi-skilled agents increases, the performance of call centers improves. However, most of the improvement is attained when the portion of multi-skilled agents is relatively low. Finally, the agent selection rules do not significantly affect the call centers' performance, but the rule of preferring single-skilled agents tends to distribute the workload among agents more equally.

• Journal of Information Technology Services
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• v.19 no.6
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• pp.55-82
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• 2020

This study examined the factors that influence the turnover intention, job performance of call center representatives based on the adaptive structuration theory (AST). This study intended to empirically examine how individual characteristics of representative affect the technological and task adaptation, how they affect job performance and turnover intention. On the other hand, this study also explains how rational culture and organization a reputation which are considered as dimensions of organizational characteristics affects organizational commitment, and verifies the relationship between organizational commitment and job performance and turnover intention. Finally this paper aim to provide academic and practical implications. In order to solve the above research problems, this research proposed a model based on the adaptive structuration theory. In order to identify the relationship between the proposed variables and the AST for individual, we conducted an empirical test on the call center representatives. The structural equation model was used to verify the research model and hypotheses. The results of the empirical analysis show that the personal characteristics of counselors, such as communication skills, multitasking abilities, and innovativeness have a positive effect on skill adaptation, and skill adaptation has a positive effect on task adaptation, furthermore, it influences on job performance and turnover intention Respectively. In addition, among the factors of organizational environmental dimensions of the call center, it was found that organizational reputation not only increase continuance commitment but also increase normative commitment. Contrary to our expectations, perceived rational culture didn't have a positive effect on organizational commitment. Also, continuance commitment and normative commitment are valid predictors of job performance, but they have nothing to do with turnover intention. On the contrary, emotional commitment is the only one variable among three dimensions of organizational commitment have a positive effect on turnover intention, but is not a valid predictor of job performance.

• The Journal of Society for e-Business Studies
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• v.8 no.3
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• pp.177-195
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• 2003

In a traditional customer support environment, mainly call centers or service centers are responsible for receiving inquiries from their customers via telephone calls. Due to the rapid growth of Internet with its widespread acceptance and accessibility, means of communication with customers in the traditional customer support center, such as telephones, letters, and direct-visiting, have been replaced by e-mails and bulletin board systems (BBSs) using the Internet constantly. BBSs are basically question and answer systems, they require some lead time to get answer from administrator. To reduce lead time, BBSs enable remote customers or users to log on and tap into a knowledge database that is generally formatted in the form of Frequently Asked Questions (FAQs) that provide answers and solutions to the common problems. And, many different types of the questions are mixed on the BBS. It is a burden to administrator. To build FAQs and to support BBS adminstrator, a supporting tool which is to categorize questions is helpful. In this research, we suggest an interactive question categorizing methodology which consists of steps to present question using keywords, identifying keywords' affinity, computing similarity among questions, and clustering questions. This methodology allows users to interact iteratively for clear manifestation of ambiguous questions. We also developed a prototype system, IQC (interactive question categorizer) and evaluated its performance using the comparison experiments with other systems. IQC is not a general purposed system, but it produces a good result in a given specific domain.

• Management & Information Systems Review
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• v.36 no.1
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• pp.309-327
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• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

• Journal of the Korean Applied Science and Technology
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• v.36 no.2
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• pp.434-447
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• 2019

Polyethylene glycol (PEG) is widely used in cosmetics as a surfactant, detergent and emulsifier. During the manufacturing process, 1,4-dioxane, which is toxic to humans, can be produced as a by-product by dimerization of ethylene oxide. As consumers' interest in cosmetic ingredients has increased, the need for safe emulsion research without PEG ingredients in the personal care market has increased. With increasing consumer interest in cosmetic ingredients, the need for safer emulsion research without the PEG ingredient in the personal care market has increased. In this study, we aimed to develop and stabilize nanoemulsion formulation without PEG. Response Surface Methodology (RSM) was used to develop optimized nanoemulsion formulations. Surfactant content (2~4%), oil content (4~8%) and polyol content (12~24%) were set as independent variables as a result of preliminary experiments for determining independent variables and ranges. The particle size, zeta potential, turbidity, and polydispersity index of the formulation were measured as response variables. As a result of measurement of the prepared nanoemulsion by FIB (Focused ion beam), spherical particles were found to have a size distribution of 100 to 200 nm. The stability of each formulation was evaluated for 30 days at each temperature ($4^{\circ}C$, $25^{\circ}C$, and $45^{\circ}C$). The optimal formulation considering the optimum particle size, turbidity, polydispersity index and zeta potential was found to be surfactant (2%), oil (8%) and polyol (24%).

• Journal of the Society of Cosmetic Scientists of Korea
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• v.44 no.4
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• pp.363-373
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• 2018

In recent years, parabens used as preservatives in cosmetics have become a problem of human safety. Therefore, in this study, we tried to evaluate the preservative efficacy of 1,3-butylene glycol, 1,2-hexanediol, and 1,2-pentanediol as a preservative system to replace parabens. 1,3-Butylene glycol was added to cosmetic creams at a concentration of between 5 and 25%. The preservative efficacy of 1,3-butylene glycol was determined using a M-3 challenge test, as recommended by the Personal Care Products Council (formally CTFA). The alkane diols, such as 1,2-hexanediol and 1,2-pentanediol, were assessed in a similar manner. An evaluation of the preservative efficacy of 1,3-butylene glycol revealed that it was effective against all tested microbial strains at a concentration of 25%. We also investigated the efficacy of combinations of 0.3% phenoxyethanol and 0.1% ethylhexylglycerin. Finally, we tested the alkane diols, including 1,2-hexanediol and 1,2-pentanediol, as an alternative to the preservative 0.3% phenoxyethanol. Both 1% 1,2-hexanediol and 1% 1,2-pentanediol demonstrated preservative efficacy. Taken together, our study demonstrated that the formulation of 25% 1,3-butylene glycol and 0.1% ethylhexylglycerin, 1% 1,2-hexanediol, and 1% 1,2-pentanediol had the best preservative efficacy of the compositions tested. Thus, this study suggests that the formulation is a possibility of substituting parabens preservatives, which has been used in cosmetics and has become a safety issue.

• Journal of agricultural medicine and community health
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• v.45 no.2
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• pp.69-78
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• 2020

Purpose: This study was conducted to provide the results of the epidemiological investigation for outbreak of Clostridium perfringens enteritis among students at a college in Sejong City. Methods: This investigation was performed between May 25 and May 28, 2018. The Sejong City public health authority received a complaint which was about 40 university students experienced vomiting or diarrhea. We immediately set up an epidemiological investigation team and conducted a field epidemiological investigation. Results: The overall incidence was 86 out of 153 (56.2%). The estimated risk exposure time was 12 o'clock on the previous day, and the cause was contaminated during distribution and storage of the lunch box provided for lunch on the day of the athletic competition, with 13 hours of average incubation period. The outbreak was closed on May 28, and the identified pathogen was Clostridium perfringens. Conclusions: It was proposed that food poisoning by Clostridium perfringens was likely and contaminated during group meal.

• Journal of Internet Computing and Services
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• v.17 no.4
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• pp.95-113
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• 2016

Personal information processing works, including resident registration number is common to be consigned by IT specialized company due to high level expertise and tremendous cost. The accident related to personal information is increasing and most of accidents are caused by the consignee's leaking information. According to the Inspection of personal information protection and the management level diagnosis of personal information protection, public Institutions need to build the consignee's accident prevention and personal information management system as soon as possible. In this paper, the efficient enhancement ways for the personal information protection is studied. We analyze the law of business consignment and select basic management items related with personal information protection, and propose a analysis scheme for management level of personal information protection and a enhancement scheme for management system of personal information protection. This paper suggests consignee's management system of personal information protection for the enhancement way and the three Strengthening ways in law. To compose the a enhancement scheme for management system of personal information protection, we conduct questionnaire survey to 30 consignees(IT maintenance, notice printing, call center, welfare center) related to typical tasks of public organizations, present reference for this scheme, and execute verification of this scheme by focus group interview of consignor and consignee.

• Journal of Distribution Science
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• v.14 no.5
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• pp.91-96
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• 2016

Purpose - Although various studies have been conducted on the stress of service employees, there are still lack of studies regarding job stress and job satisfaction of call center workers. Especially there are quite few studies on the job stress according to employment type. This study focused on job stress and job satisfaction for call center employees and the correlation between the two factors and aimed to provide basic materials for seeking for the plans to reduce job stress and improve job satisfaction. Research design, data, and methodology - Frequency, percentage, and mean value were calculated through descriptive statistics in order to find out demographic characteristics, level of job stress, and job satisfaction. Differences in job stress according to employment type were calculated by using one-way ANOVA. Correlation between job stress and job satisfaction were identified through empirical analysis with Pearson's correlation coefficient. 150 materials were used for final analysis. The collected materials were analyzed to get statistics by using SPSS 20. Results - First, as for the job stress of call center workers, overall mean value was 2.54 in 4-point scales. Among the six sub-factors, job demands had the highest score, which was 2.67. Second, as for the job stress according to employment type, others showed higher score than mean value followed by contract job and full-time job in that order, in terms of job insecurity and organizational system. In terms of inappropriate remuneration, contract job showed higher score than mean value followed by others and full-time job. Third, as for the satisfaction with job, the mean value was 2.37 in 4-point scale and "very much satisfied" was only 3.3%. Lastly, in terms of job stress and job satisfaction, all sub-factors except for job demands showed significant correlation. The more job stress increased, the more job satisfaction decreased. Conclusions - First, as a result of analyzing job stress according to the employment type of call center workers, job stress increased more when the employment type was not full-time. Therefore, it was assumed that self-rescue efforts should be followed for effective employment management of call center business where contract employment takes most part as well as efforts to transfer them to full-time job. Second, decrease in job satisfaction of call center workers may affect the performance of an organization as well as service quality of the company providing the service. Therefore, various supports are required to decrease job stress and increase job satisfaction for call center workers through the expansion of rest area or break time. Third, I could recognize that there were lack of academic research on call center business in the whole service industry. Therefore, further research should be conducted more actively in the future. In particular, this study has special significance in the aspect that there were few studies on the job stress of call center workers according to employment type.