• 대기
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• 제27권4호
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• pp.377-384
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• 2017

The effective management of call centers under special circumstances is critical to improve customer satisfaction. In order to effectively respond to call center counseling demand, this paper aims to identify factors having the greatest impact on the number of Korea Meteorological Administration (KMA) call center counseling. To do so, we propose to combine call center data with severe weather announcement data and investigate how the severe weather announcement affects the number of KMA call center counseling. A time lag analysis is conducted and it is found that the severe weather announcement takes about an hour to be reflected in the number of KMA call center counseling. Based on the result of the time lag analysis, we conduct a comparative analysis according to time and season using the data collected from 1 January 2012, to 29 June 2016. The results show that the number of KMA call center counseling increases at lunchtime and decreases during nighttime, and the average rate of change in call center counseling demand tends to be larger under the severe weather announcement. For the comparative analysis according to the season, there are significant differences in the effect of severe weather announcement on the number of KMA call center counseling in spring, fall and winter.

• 한국시뮬레이션학회논문지
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• 제12권4호
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• pp.83-94
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• 2003

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company's call center. The simulation study shows reduction in managing cost and better customer's satisfaction.

• 디지털산업정보학회논문지
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• 제11권3호
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• 음성과학
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• 제12권2호
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• pp.183-191
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• 2005

This paper describes the automated call routing for call center system based on speech recognition. We focus on the task of automatically routing telephone calls based on a users fluently spoken response instead of touch tone menus in an interactive voice response system. Vector based call routing algorithm is investigated and normalization method suggested. Call center database which was collected by KT is used for call routing experiment. Experimental results evaluating call-classification from transcribed speech are reported for that database. In case of small training data, an average call routing error reduction rate of 9% is observed when normalization method is used.

• 한국시뮬레이션학회:학술대회논문집
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• 한국시뮬레이션학회 2003년도 추계학술대회 및 정기총회
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• pp.75-85
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• 2003

With recent advances in technology and the changing nature of business, call center management has become a rapidly growing industry. However theoretical analysis about the call center system is very difficult, and the forecasting of call volume also. In the situation, it is significant that we study call-flow system, design system model and perform simulation. If these are possible, it is able to control the staff schedule and the resource management efficiently. This study introduces the process of applying the call center to simulation. So, it is feasible to break from the intuitive management by a minority manager and analyze it scientifically. The enterprise can reduce unnecessary expense, make an offer high quality to user in a keen competition

• 한국철도학회:학술대회논문집
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• 한국철도학회 2011년도 정기총회 및 추계학술대회 논문집
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• pp.2775-2781
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• 2011

Urban Transit Train Radio is Radio Communication system that is used official business as leading motive for train safety running among the train crew and the central control center and drive-caring-chamber on main line and branch line. This system is operated that organizes talking path on handset of terminal after the train crew receives audio and understands call voice on speaker of terminal at calling the train of the central control center. When the central control center calls the specific train uses all call radio form, the train crew doesn't recognize the call cause the train situation, noise and action as train control. So there is a delay response cause reset call at the central control center. This research discusses the management of subway radio system and describes the call the train system that recognize train call number of all-call used between the central control center and the train crew.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2008년도 추계 공동 국제학술대회
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• pp.316-321
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• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.493-505
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• 2006

Call center staffing problems have often relied upon queueing models, which are traditionally used to compute average call waiting time. However, the relationship between the in-bound call volume and call abandon rate is not directly explained even with the complex queueing formula while that relationship is a major interest to the hospital due to profitability. In this paper we provide a novel approach for the call center staffing problem by incorporating the relationship between the in-bound call volume and call abandon rate with a nonlinear integer programming, rather than using the traditional queueing model. We perform numerical analyses with actual data obtained from a reservation call center in a hospital.

• 마케팅과학연구
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• 제11권
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• pp.183-207
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• 2003

항공사의 콜센터(Call Center)는 대표적인 수신전문 콜센터로 다른 어떤 요소보다 인적요소의 비중이 매우 큰 조직으로 최적화된 인력투입의 여부가 콜센터 운영의 성패를 가르는 가장 큰 변수라고 할 수 있다. 사례 항공사의 콜센터에서는 매시점별 투입인력의 양을 결정하고, 이를 충족시키기 위한 인력의 배치를 위해 여러 가지의 근무 형태(shift)를 설정하고 운영하고 있다. 그러나 이러한 일련의 과정이 업무 담당자의 경험을 바탕으로 하고 있어 최적의 인력투입 모델의 설계가 불가능하고 경우에 따라서는 비효율적인 인력투입의 사례가 발생될 가능성이 있다. 본 연구에서는 단위시간당 투입필요 인원수에 따라 근무조(shift)를 편성하기 위해 정수계획모델(integer programming model)을 설계하고 최적해를 구함으로써 효율적인 인력운영을 위한 과학적인 근무조(shift)편성 방법을 제시하였다.

• Journal of the Korean Data and Information Science Society
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• 제23권4호
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• pp.777-785
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• 2012

최근 들어 인터넷의 발전 및 정보기술의 급속한 발전은 많은 산업에 있어서 급속한 변화를 이끌어 왔다. 가장 급속히 발전한 산업 중 하나가 콜센터이다. 현재 거의 대부분의 공공기관이나 보험회사 등 금융회사, 쇼핑몰 등에서 수많은 콜센터 인력들이 상담을 진행하고 있으나 몰려드는 상담에 비해 상담원의 수가 많이 부족하여 고객 불만으로 확대대고 있다. 또한 상담원을 통한 제품의 홍보, 상품의 광고 등 매출을 유도하는 중요한 채널인 콜센터의 아웃바운드 기능도 부족한 상담인원으로 인해 수많은 업무를 진행하지 못하는 불상사가 발생되고 있다. 본 연구에서는 데이터 마이닝 기법을 이용해서 통화 연결률을 극대화 할 수 있는 최적시간대 및 통화채널 분석 모델방법에 대하여 제안 하였다.