• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• International Journal of Contents
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• v.5 no.3
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• pp.1-7
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• 2009

The importance and the value of call center callers are increasing since they play very crucial roles as representatives of their companies at the closest contact point with customers. However, they have low satisfaction at work and are more likely to leave their jobs due to the fact that they are exhausted from heavy work load; they provide less pay and less chance for promotion than other jobs in the same industry. The high turnover costs companies high expenses on finding and training new callers. In the mean time, customer satisfaction may drop and it can give the customers negative image of the company. Therefore, solutions are required to keep the turnover of call center callers to the minimum. In this study, call center employees in Gwangju area were investigated for their job attitude and turnover intention. Based on the results, several implications are suggested.

• English Language & Literature Teaching
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• v.11 no.1
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• pp.17-36
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• 2005

The purpose of this study is to examine the ways in which CALL apply to enhance the motivational aspects of second language learning. Theories relevant to social, cognitive, and affective foundations of motivation are first reviewed to demonstrate the important role of motivational influences in improving learners' affect and achievements. Then, implications arising from such theories in strengthening the motivational aspects of CALL are explicated in the second part. With the spread of computer technology in language classrooms, the innovative role of CALL in the development and maintenance of intrinsic motivation can be illustrated. Specifically, CALL may provide cognitively supportive instruction geared towards improving students' performance. Also, it has been reported from the affective perspective that CALL can captivate learners' attention, promote their feelings and expectations of success, improve perceptions of control, and increase positive attributions to effort and ability. Finally, from a social learning perspective, CALL may enhance learners' self-efficacy and foster their achievement and positive affect through social interactions, proximal goal-setting, and attributional feedback. In the framework of CALL, students seem to be benefited by the immediacy and authenticity of contact with target languages and cultures made at their choices and decisions.

• Asian-Australasian Journal of Animal Sciences
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• v.23 no.4
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• pp.537-542
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• 2010

The goal of this study was to investigate how spectrographic features of ultrasonic vocalizations (USVs) in rats vary among individuals and behaviors. Eighteen pairs of rats were allocated to individual pair cages. Each pair's behaviors and vocalizations were recorded during the 900s a known cage-mate was returning to the cage. The effects of individuals, behaviors, and the interaction between individuals and behaviors ($individuals{\times}behaviors$) were tested on the duration and peak frequencies. There was difference in the duration and peak frequency: i) among individuals (p<0.0001 and p<0.0001, respectively); ii) among behaviors (p = 0.0667 and p<0.0001, respectively); iii) among individuals${\times}$behaviors (p<0.0001 and p<0.0001, respectively). The frequency of ultrasonic vocalizations changed with a frequency ranging from 40 to 71 kHz which were emitted by individuals, whereas the frequency of ultrasonic vocalizations changed with a frequency ranging from 60 to 70 kHz which were emitted by behaviors. The peak frequency of call on 'contact' behavior was lower than that of call on other behaviors, but call duration of call on 'contact' was longer than on other behaviors. Especially, 40 kHz calls were found on 'contact' and 'other' behaviors. We suggest that ultrasonic vocalizations need to be subdivided and the effects of individuals and behaviors must be considered to assess emotional state of rats because these may influence the features of ultrasonic vocalizations.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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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.

• Journal of Information Technology Services
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• v.8 no.1
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• International journal of advanced smart convergence
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• v.2 no.1
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• pp.30-31
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• 2013

In the recent years, as smart phones popularized, the number of people who use IMS (instant messaging service) and SNS (social network service) rapidly has increased as the usage of SMS (short message service) relatively decreased. That is why this thesis suggests a contact control service based on Android. It contains an inducing function that calls acquaintances, which were given a score based on the level of familiarity from saved contacts and call logs. And it provides an overall ranking of call log in order to grasp frequently called people. This developed system was tested on Samsung Galaxy S2 and LG Optimus LTE / Android 2.2 which were the main smart phone models.

• The Journal of the Korea institute of electronic communication sciences
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• v.10 no.4
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• pp.449-459
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• 2015

A lot of people were trapped in elevators without power supply when BLACK-OUT situation occurred in 2011. The telephone network of control room connected to the elevators had problem operating poorly. In this paper we propose an ICT based elevator emergency call device prototype system and evaluate the performance of the system. The proposed system quickly responds in emergency situation to guarantee passenger safety. For the goal, firstly the system tries to connect to a control room. If it fails the system attempts to call numbers for emergency contact and a rescue team sequentially. The system is designed to quickly support emergency contact as well. Finally, the information of elevator failure is rapidly transferred to the failure process device by the proposed system.

• Journal of the Korea Society of Computer and Information
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• v.17 no.10
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• pp.185-192
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• 2012

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity. On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels, reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.

• Journal of Korea Multimedia Society
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• v.12 no.1
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• pp.31-40
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• 2009

Call centers have become the prevalent contact points between companies and their customers. By virtue of recent advances in communication technology, the number and size of call centers have grown dramatically. As a large portion of the operating costs are related to the labor costs, efficient design and workforce staffing are crucial for the economic success of call centers. Therefore it is very important to determine the adequate number of agents. In this context, the workforce staffing level can be modeled as mathematical optimization problem using queueing theory. In this paper, we deal with an approximate analysis of an N-design call center with two finite queues and two types of reneging customers by using the state decomposition method. We also represent some numerical examples and show the impact of the system parameters on the performance measures of the call center.