• Korean Journal of Occupational Health Nursing
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• v.24 no.2
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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.

• Journal of Intelligence and Information Systems
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• v.16 no.3
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• pp.99-120
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• 2010

Due to the wide spread of customers' frequent access of non face-to-face services, there have been many attempts to improve customer satisfaction using huge amounts of data accumulated throughnon face-to-face channels. Usually, a call center is regarded to be one of the most representative non-faced channels. Therefore, it is important that a call center has enough agents to offer high level customer satisfaction. However, managing too many agents would increase the operational costs of a call center by increasing labor costs. Therefore, predicting and calculating the appropriate size of human resources of a call center is one of the most critical success factors of call center management. For this reason, most call centers are currently establishing a department of WFM(Work Force Management) to estimate the appropriate number of agents and to direct much effort to predict the volume of inbound calls. In real world applications, inbound call prediction is usually performed based on the intuition and experience of a domain expert. In other words, a domain expert usually predicts the volume of calls by calculating the average call of some periods and adjusting the average according tohis/her subjective estimation. However, this kind of approach has radical limitations in that the result of prediction might be strongly affected by the expert's personal experience and competence. It is often the case that a domain expert may predict inbound calls quite differently from anotherif the two experts have mutually different opinions on selecting influential variables and priorities among the variables. Moreover, it is almost impossible to logically clarify the process of expert's subjective prediction. Currently, to overcome the limitations of subjective call prediction, most call centers are adopting a WFMS(Workforce Management System) package in which expert's best practices are systemized. With WFMS, a user can predict the volume of calls by calculating the average call of each day of the week, excluding some eventful days. However, WFMS costs too much capital during the early stage of system establishment. Moreover, it is hard to reflect new information ontothe system when some factors affecting the amount of calls have been changed. In this paper, we attempt to devise a new model for predicting inbound calls that is not only based on theoretical background but also easily applicable to real world applications. Our model was mainly developed by the interactive decision tree technique, one of the most popular techniques in data mining. Therefore, we expect that our model can predict inbound calls automatically based on historical data, and it can utilize expert's domain knowledge during the process of tree construction. To analyze the accuracy of our model, we performed intensive experiments on a real case of one of the largest car insurance companies in Korea. In the case study, the prediction accuracy of the devised two models and traditional WFMS are analyzed with respect to the various error rates allowable. The experiments reveal that our data mining-based two models outperform WFMS in terms of predicting the amount of accident calls and fault calls in most experimental situations examined.

• The Journal of the Korea Contents Association
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• v.8 no.4
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• pp.197-210
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• 2008

In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.

• Journal of the Korea Society of Computer and Information
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• v.13 no.5
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• pp.291-308
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• 2008

This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tole-communicators.

• 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.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• ETRI Journal
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• v.25 no.1
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• pp.34-40
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• 2003

This paper considers a TMN-based management system for the management of public ATM switching networks using a four-level hierarchical structure consisting of one network management system, several element management systems, and several agent-ATM switch pairs. Using Jackson's queuing model, we analyze the effects of one TMN command on the performance of the component ATM switch in processing local calls. The TMN command considered is the permanent virtual call connection. We analyze four performance measures of ATM switches- utilization, mean queue length and mean waiting time for the processor directly interfacing with the subscriber lines and trunks, and the call setup delay of the ATM switch- and compare the results with those from Jackson's queuing model.

• Journal of Digital Convergence
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• v.13 no.1
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• pp.163-176
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• 2015

The purpose of this research is to find out the service quality dimensions and detailed elements of a call center, and to study what relationship the service quality dimensions have with service recovery and customer royalty. This research set up the hypothesis and the research model to verify the relationship between the call center service quality and the service quality customer royalty for 139 people surveyed who experienced dissatisfactions. The result of the hypothesis verification shows that it has an influence on the counselors' service quality and service recovery processes of 3 call centers. The service recovery has en influence on the customer royalty. The result quality as a result remained for a customer after counseling can be called the ultimate purpose of using the call center for a customer, and the research shows that it has the largest influence on the service recovery of 3 dimensions of the call center service quality. In the relationship between the service recovery and the customer royalty, the service recovery has a meaningful influence on the customer royalty.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2001.10a
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• pp.379-382
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• 2001

• The Journal of the Korea Contents Association
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• v.7 no.11
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• pp.59-68
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• 2007

According to the development of service industry recently, the use of call taxi service is increased to use a taxi more comfortably. But related firms hesitate to construct a call center on account of enormous expense of constructing. Hence we developed the system that can minimize expense of constructing a call center which use a cellular phone. The proposed system is different from the existing call system of using a terminal method. we designed by applying UML(Unified Modeling Language) the system that can integrate and manage operations of customer management, driver management, order management and settlement of accounts etc. more efficiently using CTI(Computer Telephony Integration). Then the designed system is constructed by using Visual Basic 6.0. For implementing CTI more effectively, calling number of customer is received in PC using CID that is commercialized and then the customer's information is retrieved in the Database in real-time. The system proposed in this paper is possible to construct at low expense, can improve customer service level through an efficient customer management solution.