콜센터 상담직의 직무특성과 직무관련 정서 및 태도 = 타 고객서비스 직종과의 비교를 통한 탐색적 분석과 진단

국문 초록 (Abstract)

본 연구는 콜센터 작업장 체제의 기본 성격을 논한 선행 연구들을 재검토하고, 콜센터 작업장의 노동과정과 작업체계에 대해 세부적으로 그 특징을 살펴본 뒤, 유사한 고객서비스 노동을 수행하는 다른 직종과의 비교를 통해 콜센터 작업장의 성격과 의미를 확인하기 위한 탐색적 차원의 실증연구를 수행하였다.
전문서비스직, 금융서비스직, 유통서비스직, 그리고 콜센터직 등 4가지 고객서비스 직종의 총 425명 노동자들을 대상으로, 이들의 직무특성과 직무정서, 그리고 직무관련 태도변수들을 설문조사하여 분석한 결과, 비록 제한된 표본조사에 의거한 결과이긴 하지만 콜센터 작업장은 여러 면에서 다른 고객서비스 직종보다 더 열악한 직무조건 하에 있음을 확인해 볼 수 있었다. 콜센터 작업장의 직무자율성은 상당히 제한되어 있었으며, 직무수행과정에서 상담직 노동자들이 경험하는 직무정서는 다른 고객서비스 직종 노동자들보다 더 부정적인 것으로 나타났다. 또한 직무만족과 조직몰입, 그리고 조직시민행동은 다른 직종에 비해 가장 낮은 수준인 반면, 이들의 이직의향은 가장 높은 것으로 나타나, 이들이 일터에서 경험하는 전반적인 직장생활의 질(quality of work life)이 유사 고객서비스 직종에 비해 더 낮은 것으로 추정되었다.
이처럼, ‘고몰입 서비스 모델’보다는‘대량 서비스 모델’에 더 가까운 것으로 추정되는 콜센터 작업장에서, 향후 상담직 노동자들의 고몰입과 고헌신을 유인해 가기 위해 필요한 개선과제들과 함께, 본 연구의 한계점이 토론되었다.

다국어 초록 (Multilingual Abstract)

Call center is a workplace that functions as a tool for organizing communication with customers usually supported by computer and telecommunication technology. It has been argued that call center work is a modern form of ‘Taylorism’, because it is characterized by routine tasks, and low level of control for the workers. It represents a view that regards call center as one of typical ‘mass service’ workplaces. Other perspective, however, emphasizes that the‘ high commitment service’model is increasingly adopted in call center workplace.
To empirically investigate the workplace characteristics of call center, in the present study a sample of call center workers was compared with other samples of customer service workers in terms of job characteristics, job emotions, and job-related attitudes. The results showed that call center workers were in worse job conditions. Compared to other noncall center customer service workers, their job autonomy was very low, jobrelated emotional experience was more negative. In addition, their job-related attitudes such as job satisfaction, organizational commitment, and organizational citizenship behavior were also in a low state, whereas turnover intention of call center workers was higher than other customer service workers.
Based on these analyses, we can infer that most call center organizations are designed and still operated on a mass service model. The implications of these findings for inducing high commitment management practices in a call center workplace and future research directions are then discussed.

목차 (Table of Contents)

• 요약
• ABSTRACT
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구방법
• Ⅳ. 분석 결과
• Ⅴ. 토론과 제언
• 참고문헌

참고문헌 (Reference)

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