• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.23 no.1
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• pp.61-81
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• 2024

eCall system assists traffic accident victims by connecting emergency rescue institutions with accurate accident information, helping them to identify the on-site situation in the event of a traffic accident. The purpose of this paper is to develop a Korean eCall system that reflects the requirements of domestic emergency rescue institutions and to analyze the expected effects through an integrated demonstration. The results of an integrated demonstration indicated that the communication success rate between the eCall IVS and the call center was 99.25%, and the average location information error was 1.2 m. In particular, it has been confirmed that the average location information error is less than 21.6 meters, as assessed by the Korea Communications Commission when evaluating the accuracy of domestic emergency rescue location information. When the eCall system was introduced, it was confirmed that the time from traffic accidents to hospital arrival could be shortened by 3 m 38 s for highways and 1 m 22 s for general roads. By it to traffic deaths from 2005 to 2022, it was analyzed that the number of fatalities decreased by 82,662, resulting in a reduction of approximately social costs.

• Information Systems Review
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• v.4 no.2
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• pp.155-168
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• 2002

This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

• Research in Community and Public Health Nursing
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• v.33 no.1
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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.

• 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 Korea Society of Industrial Information Systems
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• v.24 no.4
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• pp.21-28
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• 2019

As ICT technology develops, researches on the construction of communication system for the rapid processing using ICT technology in case of traffic accidents are actively under way. e-Call (Emergency call) is a vehicle ICT-based emergency rescue system that recognizes and reports traffic accidents. On the other hand, the existing bus information system collects the positioning data through the position tracking system mounted on the bus and transmits it to the center, and then provides various services based on the bus information of the collected buses. In this paper, we designed and implemented an emergency rescue system that using the existing bus information system in order to deal with accidents, failures, and emergency situations on public buses quickly.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.18 no.6
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• pp.211-221
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• 2019

The death toll for every 10,000 cars registered in Korea is 1.4, which is still the lowest among OECD members, and the need for rescue and response systems is emerging. In response, the company is developing a vehicle ICT-based emergency rescue system (e-Call) that can handle accidents such as rapid and accurate life saving by automatically sending accident detection and related information to the central center in the event of a traffic accident. However, ordinary citizens are negative about the installation and cost of e-Call services. To solve these problems, various introduction and operation methods of e-Call were proposed for activation of terminal distribution. In addition, the effect of introducing e-Call was analyzed by predicting the penetration rate of e-Call terminals. Analysis shows that 463 to 926 deaths and 3,335 to 6,66.9 billion won will be saved in 10 years after the introduction of e-Call terminals.

• 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.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.17 no.6
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• pp.1-13
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• 2018

The number of deaths in Korea is higher than the OECD average. Therefore, an e-Call system is being developed as a vehicle ICT-based emergency rescue system that automatically detects an accident in the event of a vehicle accident and transmits related information to the center. In order to overcome the limitations of social acceptability and function of e-Call system, we propose a model that allows users to be aware of the necessity of service voluntarily. We predicted the market share of e-call services according to the proposed business model and analyzed it through B/C analysis. Benefits are calculated on a penetration basis, and device purchase and communications costs are calculated for each period. B/C analysis shows that pessimistic scenarios are 0.98 in 2025 and 1.01 in 2030. In an optimistic scenario, it is 1.05 in 2025 and 1.20 in 2030, which is more economical.

• KSCI Review
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• v.14 no.1
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• pp.205-212
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• 2006

In this paper, we proposed a new customized e-Ring(Enterprise Portal Back Tone) system which could be represented each organization feature. The e-Ring system provided a call back tone and additional services to reduce the waiting time when the client called an organization. This system is for an appropriate organization public relations instead of the meaningless ring back tone which is used usual call, also is maximized the service availability and work efficiency which is obtained from the automatic response and service suppling to users who have needs and questions.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.203-208
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• 2021

This study is to investigate the impact of emotional intelligence of online shopping mall call center counselor on customer orientation. The SPSS 25.0 ststistics program was applied for the empirical analysis 148(87.05%)of 170 copies are used for final data analysis. The implications of results are as follows. First, use of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Second, other's emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Third, self emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Fourth, regulation of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation.