• Title/Summary/Keyword: The Korea Call-Centers

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Building Smarter City through Big Data - Best Practices in Seoul Metropolitan Gov.

  • Kim, Ki-Byoung
    • International conference on construction engineering and project management
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    • 2015.10a
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    • pp.19-20
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    • 2015
  • Since 2013, Seoul Metropolitan Government (SMG) has introduced big data initiatively in administration and put into practices in transportation, safety, welfare in order to overcome limited resources and conflicting interests. For establishing a new midnight bus service, SMG prepared optimized midnight bus routes by analyzing big data from mobile phone Call Data Record (CDR) through collaboration with a telecommunication company. Despite of limited budget and resources, newly identified routes can cover over 42% of the citizen with 9 routes and less than 1% of buses compare with day time operation. In addition to solve transportation problem, SMG utilizes big data to resolve location selection problem for choosing new facility locations such as life double cropping centers and senior citizen leisure centers. As results, SMG demonstrates big data as a good tool to make policies and to build smarter city by overcome space-time limitation of resources, mediation of conflicts, and maximizes benefit of the citizen.

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Development of AI-based Real Time Agent Advisor System on Call Center - Focused on N Bank Call Center (AI기반 콜센터 실시간 상담 도우미 시스템 개발 - N은행 콜센터 사례를 중심으로)

  • Ryu, Ki-Dong;Park, Jong-Pil;Kim, Young-min;Lee, Dong-Hoon;Kim, Woo-Je
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.2
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    • pp.750-762
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    • 2019
  • The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

The Relationships between Emotional Labour, Depressive Symptoms and Presenteeism among Counselors in Call Centers (콜센터 상담원들의 감정노동 및 우울과 프리젠티즘과의 관련성)

  • Baek, Jong-Tae;Cho, Young-Chae
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.6
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    • pp.4086-4097
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    • 2015
  • This study examined the level of an emotional labour, depressive symptoms, and presenteeism of counselors working in a call center depending on socio-demographic characteristics, health-related factors, and job-related factors. Especially, the main purpose of a survey was to investigate the relevance to an emotional labour, the level of depressive symptoms and presenteeism. The research subjects were 304 counselors working at two call centers in Daejeon, and the survey was conducted from April 1, 2014 to May 31, 2014, using a structured self-administered questionnaire. As a result, the emotional labour, depressive symptoms and presenteeism experienced by the research subjects had a deep relation to many variables like socio-demographic characteristics, health-related factors and job-related factors. Especially, presenteeism showed a meaningful positive correlation with depressive symptoms and emotional labour factors. According to the result of a hierarchical multiple regression analysis, the meaningful variables related to presenteeism were age, the amount of a physical burden, the level of depressive symptoms, the surface action of an emotional labour. Therefore, to lower down the counselors' presenteeism, the development and implement of a mental healthcare program to control not only depressive symptoms and the level of an emotional labour is urgently needed.

Structural Equation Model of the Quality of Life in the Call Center Representatives Applying the PRECEDE Model (PRECEDE 모형을 적용한 콜센터 상담사의 삶의 질 구조모형)

  • Baek, Jong-Tae;Cho, Young-Chae
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.7
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    • pp.396-406
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    • 2018
  • The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.

The Mediating Effects of Self-Efficacy and Organizational Commitment in the Relationship between Emotional Labor, Occupational Stress and Depression in a Call Center Counselor (콜센터 상담원의 감정노동, 직무스트레스와 우울과의 관계에서 자기효능감, 조직몰입의 매개효과)

  • Baek, Jong-Tae;Lee, Hu-Yeon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.10
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    • pp.290-299
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    • 2018
  • This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.

GIANT-II: A Multimedia Collaboration Middleware for Internet Call Centers (GIANT-II : 멀티미디어 공동 작업 미들웨어의 인터넷 콜 센터 응용)

  • Kim, Doo-Hyun;Park, Seung-Min;Kim, Hyung-Chul;Hwang, Seung-Ku
    • Proceedings of the Korea Information Processing Society Conference
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    • 2000.04a
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    • pp.434-439
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    • 2000
  • 본 논문에서는 GIANT-II 미들웨어의 국제표준 기능과 GIANT-II만의 차별적 기능 등을 소개함과 아울러 이를 활용한 상용화 수준의 인터넷 시범 서비스들 중 멀티미디어 콜 센터를 소개한다. 현재까지의 관련 연구 결과들은 대화의 실시간성이 결여되어 있고, 공통된 미들웨어 없는 개별적인 개발로 호환이 결여된 중복성을 야기시킬 우려가 있다는 단점이 있다. GIANT-II는 이러한 한계를 극복하기 위하여 핵심 기능을 계층 구조로 통합한 것으로 1) Collaborative Multimedia Middleware, 2) 기본 소프트웨어, 3) 응용 소프트웨어로 구성되어 있다. 본 논문에서는 이러한 특징의 Internet Multimedia Collaboration을 위한 플랫폼인 GIANT-II의 기본 개념과 구성 요소를 설명한다.

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The effect of call center agent job characteristics on turnover intention : focused on moderating effect of self leadership (콜센터 상담직원의 직무특성이 이직의도에 미치는 영향 : 셀프리더십의 조절효과를 중심으로)

  • Oh, Jong-chul;An, Un-seok
    • Journal of Venture Innovation
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    • v.1 no.1
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    • pp.145-164
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    • 2018
  • The purposes of this study was to investigate job related attitudes of emotional labors working at call centers in Korea. The attitudinal variables were burnout, psychological capital and turnover intention with job characteristics as the independent variables. In addition, leadership behaviors of the superiors, self leadership behavior in particular, was incorporated to see if it has any bearing on these relationship as moderating variable. Data has been collected from 543 respondents for this study using questionnaire method. The survey for the actual analysis of the research was done and analyzed with the employees who work for contact centers in Seoul, Busan, and Gwangju, Korea. The survey was done for 24 days from November, 2016 through December, 2016. * The following study results were revealed: First, the job characteristics does not have direct positive effect on turnover intentions. Second, the job characteristics were related positively to job burnout. Third, the job burnout does mediate the relationship between job characteristics and turnover intentions. Lastly, results of research on the moderating effect of self leadership in relationships between emotional labor, job burnout, psychological capital and turnover intention show that super leadership has only a limited regulatory effect between job characteristics and turnover intention.

Changes in spatial organization of Korea by the construction of Seoul-Pusan railroad (京釜線 鐵道建設에 따른 韓半島 空間組織의 變化)

  • ;Joo, Kyung-Sik
    • Journal of the Korean Geographical Society
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    • v.29 no.3
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    • pp.297-317
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    • 1994
  • This study demonstrates the changes in the spatial organization of Korea by the construction of Seoul-Pusan railroad. This Seoul-Pusan line, which is the most important one in Korea was constructed in 1905. The original plan of the line was selected to cross the main traditional roads to control the entire Korean peninsular and to mobilize the Korean commercial potentials. It was the line to exploit the staples and to expand the Japanese market in Korea. In accordance with the contracts between Japan and Korean government, Korean government had to supply the lands for railroad, office, and service facilities. That was one of the important reasons that Korean government had been broken down. The main findings of this study are as follows: 1. The Seoul-Pusan railroad line was constructed Japanese colonial policy which emphasized three main purposes; the first was to reorganize the economic space and to collapse the traditional Korean markets for Japanese ruling, and the second was to find out the military supply routes, and the third was to search for the transcontinental line for China and Siberia. As the results, the old Korean pedestrian routes, which were the Eastern, the mid, the westren, and the Samnam route lost their functions. 2. Japanese requested for Korean government usually ten times of wider space for the site of stations than the needed one. The land was expropriated, and constructed the new centers aparted from the original Korean towns. In this process Japanese got the most developmental and windfall profits. The newly constructed centers were for Japanese immigration and the town service facilities which would be used to control the Korean financial market. At last, they easily converted the Korean spatial economy into Japanese colonial one, which made to reinforce the sphere of Seoul-Pusan line. 3. Japanese planned the stations as the central points in Korea. So the railroad stations were located apart from the centers of towns, to avoid the Korean resistances, and to maximize their profits. The mean distance from staiton to 'the town center is about 1km while the Japanese case is 0.6km. 4. The pattern of present Korean railroads is not the 'X type'. Because the Honam line is not the trunk one. So, we could call the Korean railroad pattern as the 'Ip(Chinese character 入) type' . The operational effects of Seoul-Pusan line brought out the concentration of the national economy to this line as Japanese planned. And the polorization had occurred between this line and the other parts of Korea. For twenty years (1910-1930), the transported freights were increased about 5 times. In 1930, the total freight of Seoul-Pusan line became 2, 010, 444 metric tons. If we examine this process, the underconstructing Seoul-Pusan express electric railroad should avoid adjacent this line to reduce the regional and ecological imbalance. 5. The forms of centers on the Seoul-Pusan line were classified into six types in relation to station, town center, and built-up area; the compact (integrated) type, the elongated one, the splited (independent) one, the absorbed one, the consolidated one, and the declined one. All types of these towns might be developed in accordance with the centrality, railroad function, and the other transportational functions. 6. The Seoul-Pusan line plays the most important role among Korean railroads but the ratio of passenger and freight become lower because the effiects of other inaugurated railoads the different transportation modes such as trucks and cars would be got more merits in competition. 7. The results of cluster analyses on the cities of railroad stations showed the rudimentary urban systems in 1910 and 1930. In 1930, the cities were classified into three groups; the group of small cites, the intermediate (developing) city-group, and the special city-group. In 1930s the spatial organization and urban system of Korea were similar to the present ones. We call appreciate that these were the effects of the Seoul-Pusan line.

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Relationship Between Occupational Stress and Turnover Intention Among Call Center Counselors (콜센터 상담사의 직무스트레스와 이직의도와의 관련성)

  • Shin, Sam-Chul;Cho, Young-Chae;Kim, Jong-Soo;Kim, Dong-Hyun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.2
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    • pp.1318-1327
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    • 2015
  • In this study, customer service representatives in call centers, the relevance of occupational stress, and turnover intention as well as the investigation of the relevance to that of demographic characteristics, health behaviors, and job-related characteristics is carried out. In particular, the relevance of occupational stress and turnover intention was attempted to be identified. From the response to the surveys of nine hospitals and five companies, there was a total of 158 people during the investigation. The collection of data was conducted by self-administered questionnaire in the period of February 1, 2013 to June 30, 2013. As the result of study, factors related to turnover intention involved age, sleep, job demands and job autonomy as significant variables. In particular, in the relevance of occupational stress and turnover intention, it was revealed that turnover intention decreases as job autonomy increases while turnover intention increases as job demands become higher. The ratio of danger of occupational stress on turnover intention eminently increased in the group of high job demands, low job autonomy, low support of supervisor and co-worker. Therefore, it is considered that efforts for improvement of occupational stress factors are required to decrease turnover intention.

Structural Design and Construction for Tall Damped Building with Irregularly-Shaped Plan and Elevation

  • Yamashita, Yasuhiko;Kushima, Soichiro;Okuno, Yuuichirou;Morishita, Taisei
    • International Journal of High-Rise Buildings
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    • v.7 no.3
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    • pp.255-264
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    • 2018
  • This paper introduces three distinctive means for the use of a 189-meter high damped structure ensuring safety against earthquake: 1. Realization of L-shaped elevational structural planning: The bottom and top of the tower have belt trusses and hat trusses respectively to restrain the bending deformation. Furthermore, large-capacity oil dampers (damping force 6,000 kN) are installed in the middle part of the tower to restrain the higher-mode deformation. 2. Realization of L-shaped planar structural planning: We devised a means of matching the centers of gravity and rigidity by adjusting planar rigidity. Moreover, viscous damping devices are located at the edges of the L-shaped plan, where torsional deformation tends to be amplified. We call this the "Damping Tail" system. 3. Composite foundation to equalize deformations under different loading conditions: We studied the vertical and horizontal deformations using sway-rocking and 3D FEM models including the ground, and applied multi-stage diameter-enlarged piles to the tower and a mat foundation to the podium to keep the foundations from torsional deformations and ensure structural safety.