• 한국산업보건학회지
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• 제21권3호
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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.

• 한국직업건강간호학회지
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• 제24권2호
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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.

• 유통과학연구
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• 제14권5호
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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.

• 한국직업건강간호학회지
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• 제22권3호
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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.

• 지역사회간호학회지
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• 제33권1호
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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.

• 한국콘텐츠학회논문지
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• 제8권4호
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• pp.197-210
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• 2008

본 연구는 고객과 직접적인 대면을 하지 않고 전화를 이용하여 감정노동(emotional labor)을 수행하는 콜센터 상담원들의 감정노동의 결과로 표출되는 감정소진(emotional exhaustion)과 이직의도에 영향을 주는 요인을 연구하였다. 본 연구는 감정소진이 직무만족을 저해시켜 이직의도를 높이는 것으로 이직율이 높은 콜센터 운영에서 관리하여야할 중요한 요소라는 것을 실증하였다. 감정소진을 낮추기 위해서는 시간적 압력을 낮추고 업무의 자율성을 부여하여야 하며, 이직의도를 낮추는 위해서는 상사지원이 중요한 요소로 나타났다. 본 연구는 콜센터 운영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다는 데 의의 가 있다.

• 보건의료산업학회지
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• 제5권2호
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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.

• 한국융합학회논문지
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• 제6권6호
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• pp.139-146
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• 2015

본 연구의 목적은 콜센터 근로자들의 일반적특성 및 업무관련특성을 파악하고 대상자의 감정노동 수준, 스트레스반응 수준 및 이직의도와의 관계를 알아보기 위함이다. 한국의 정보통신업체인 K사의 콜센터 근로자 300명을 대상으로 2015년 7월15일부터 8월31일까지 이루어졌다. 분석방법은 Independent Samples t-test, One Way ANOVA, 사후검정으로 Tukey 분석법 및 Pearson's correlation coefficient를 하였다. 분석결과 대상자의 감정노동수준이 높아질수록 스트레스반응의 하부요인들인 신체화, 우울, 분노는 높아지고 이는 이직의도를 높이는 것으로 나타났다. 따라서 콜센터 근로자의 이직의도를 줄이기 위하여 감정노동 수준을 줄여주고 스트레스 반응을 완화시켜줄 수 있는 대책마련이 필요하다.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 한국항행학회논문지
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• 제14권1호
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• pp.1-10
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• 2010

본 논문은 고객과 직접적인 대면을 하지 않고 정보통신(전화)을 이용하여 감정노동을 수행하는 항공사 콜센터 상담원들의 감정노동의 결과로 표출되는 소진(Burnout)과 이직의도에 영향을 주는 요인을 연구하였다. 연구결과, 감정노동은 소진에 유의한 영향을 미치고 소진이 직무만족을 저해시켜 결국 이직의도를 높이는 것으로 나타나 이직율이 높은 콜센터 운영에서 관리하여야 할 중요한 요소라는 것을 실증분석 하였고 콜센터 운영에 있어서 감정노동이 상담원의 관리에 중요하다는 것을 제시하였다.