텔레마케터의 직무형태별 직무만족과 소진과의 상관관계 연구

다국어 초록 (Multilingual Abstract)

The telemarketing have been born with customer satisfaction to survive in a keen competition. Nevertheless the other industry have a close contest, a telemarketing is being rapid growth under the present situation. At these days our country is estimated the telemarketer about thirty thousand and is on increasing trend continually. They are both a member and a inner customer in call center. It seems to be practically possible for us to realize a true customer satisfaction by inner and outer customer satisfaction simultaneously. Therefore they must promote growth by fully fusing among them.
However the telemarketers looked upon as an instrument for sharp the competitiveness of enterprises on this situation. Moreover there are a lot of problems about demand for emotional work, business stress, and irregular labor etc. Nonetheless they are performing his part most effectively in Korea, but there is no speak for their position. Also The problems are not receiving careful study.
The purpose of this thesis is to listen their voices from the telemarkters standpoint. Especially I will research centering around a job satisfaction and its Burn-out of the telemarketers by job form, analyze interrelation to a job satisfaction and its Burn-out and then support a primary source to try an effective countermove.
For this survey I would make up question and give interview to three establishments among four special enterprises in A news agency, metropolitan area. After I would collect 241 copies in all, and make use of 233 copies among them. I would give interview to 23 persons in all.
As I gather from general characters of respondent, the percentage of women increased in the proportion of 86.3%. I found that in twenties increased in the proportion of 53.2%, and in thirties increased in the proportion of 45.1% by age of group, in the unmarried increased in proportion of 72.1% by presence of marriage, and then as many as childless was at 84.5%. Also I realized that the distribution evened 21.9% for below one year, 28.3% for below one to three years, 29.2% for below three to five years, and 20.6% for above five years in proportion to the length of service.
I could grasp 22.7% for general post, 17.2% for admission post, 4.3% for enterprises post, 4.7% for special post, 21.5 for cancellation post, 27.0% for technical post, and 2.6 for customer satisfaction post by job form. I could understand 8.3% for denial, 47.3% for average, and 47.2% for affirmation in proportion to optimism by character. By staying power, each distribution appeared 9.4% for denial, 45.9% for average, and 44.6% for affirmation. By sociality, distribution appeared 17.2% for denial, 52.8% for average, and 30% for affirmation. Finally positivity could be found 18.9% for denial, 51.9% for average, and 29.2% for affirmation.
As you have seen this thesis set up a concrete research task is summarized as follows.
First, I would grasp job satisfaction and its Burn-out by job form, and then the interrelation. Second, I would understand difference between job satisfaction and its Burn-out by character and property of demographic sociology. Third, I would find elements of business condition that have an effect on job satisfaction and its Burn-out.
Putting these various researches together, I could realize that job satisfaction and its Burn-out by job form with the telemarketers have taken a different aspect. Especially I could know that spiritual Burn-out has a close relation to job satisfaction among Burn-out. Also for a variable as the influence of Burn-out, the marriage and childless among demographical element have an effect on mental Burn-out, as influence of character have an effect on endurance, emotion work, company policy, vocation, allowance, the length of service, job form, promotion, responsibility of expectation, and stage of weariness.
However a variable as the influence of job satisfaction, positivity has effect on character, and job form, business autonomy, expansion for authority, emotion work, the marriage and childless among demographical element have an effect on mental Burn-out, accumulation of stress and fatigue, the length of service, satisfaction for inner customer among elements of business situation, and demographic factor has not an effect on job satisfaction. Therefore I could verify that job satisfaction and phenomenon of Burn-out have more closer relation to factor of business situation than demographic factor. But this result would show that job satisfaction and phenomenon of Burn-out must understand not act by a factor but interrelated multi-dimensional problem.
I think that study on the telemarkteter in Korea till now have not different from the wasteland. We have studied about customer-oriented at most. Accordingly accumulation of study on the telemarketer and the labor market, and for qualitative improvement, in my opinion, we will go into the study of it. I hope that the labor market in Korea have concerned about the telemarketer through this research.

The purpose of this thesis is to listen their voices from the telemarkters standpoint. Especially I will research centering around a job satisfaction and its Burn-out of the telemarketers by job form, analyze interrelation to a job satisfaction and its Burn-out and then support a primary source to try an effective countermove.
For this survey I would make up question and give interview to three establishments among four special enterprises in A news agency, metropolitan area. After I would collect 241 copies in all, and make use of 233 copies among them. I would give interview to 23 persons in all.
As I gather from general characters of respondent, the percentage of women increased in the proportion of 86.3%. I found that in twenties increased in the proportion of 53.2%, and in thirties increased in the proportion of 45.1% by age of group, in the unmarried increased in proportion of 72.1% by presence of marriage, and then as many as childless was at 84.5%. Also I realized that the distribution evened 21.9% for below one year, 28.3% for below one to three years, 29.2% for below three to five years, and 20.6% for above five years in proportion to the length of service.
I could grasp 22.7% for general post, 17.2% for admission post, 4.3% for enterprises post, 4.7% for special post, 21.5 for cancellation post, 27.0% for technical post, and 2.6 for customer satisfaction post by job form. I could understand 8.3% for denial, 47.3% for average, and 47.2% for affirmation in proportion to optimism by character. By staying power, each distribution appeared 9.4% for denial, 45.9% for average, and 44.6% for affirmation. By sociality, distribution appeared 17.2% for denial, 52.8% for average, and 30% for affirmation. Finally positivity could be found 18.9% for denial, 51.9% for average, and 29.2% for affirmation.
As you have seen this thesis set up a concrete research task is summarized as follows.
First, I would grasp job satisfaction and its Burn-out by job form, and then the interrelation. Second, I would understand difference between job satisfaction and its Burn-out by character and property of demographic sociology. Third, I would find elements of business condition that have an effect on job satisfaction and its Burn-out.
Putting these various researches together, I could realize that job satisfaction and its Burn-out by job form with the telemarketers have taken a different aspect. Especially I could know that spiritual Burn-out has a close relation to job satisfaction among Burn-out. Also for a variable as the influence of Burn-out, the marriage and childless among demographical element have an effect on mental Burn-out, as influence of character have an effect on endurance, emotion work, company policy, vocation, allowance, the length of service, job form, promotion, responsibility of expectation, and stage of weariness.
However a variable as the influence of job satisfaction, positivity has effect on character, and job form, business autonomy, expansion for authority, emotion work, the marriage and childless among demographical element have an effect on mental Burn-out, accumulation of stress and fatigue, the length of service, satisfaction for inner customer among elements of business situation, and demographic factor has not an effect on job satisfaction. Therefore I could verify that job satisfaction and phenomenon of Burn-out have more closer relation to factor of business situation than demographic factor. But this result would show that job satisfaction and phenomenon of Burn-out must understand not act by a factor but interrelated multi-dimensional problem.
I think that study on the telemarkteter in Korea till now have not different from the wasteland. We have studied about customer-oriented at most. Accordingly accumulation of study on the telemarketer and the labor market, and for qualitative improvement, in my opinion, we will go into the study of it. I hope that the labor market in Korea have concerned about the telemarketer through this research.

국문 초록 (Abstract)

치열한 경쟁에서 살아남기 위해 고객만족 차원에서 탄생한 텔레마케팅은 다른 산업이 고전(苦戰)을 면치 못하고 있는 이 시점에도 고도성장을 하고 있다. 현재 우리나라의 텔레마케터 수는 약 30만 명으로 추산되며, 그 수는 계속 증가하는 추세(趨勢)이다. 이들은 콜 센터의 조직원인 동시에 내부 고객이다. 진정한 고객만족은 내․외부 고객 만족이 동시에 조화를 이루어 하나로 합치해야만 실현 될 수 있다는 점을 상기해 볼 때, 콜 센터 기업조직과 텔레마케터들은 철저한 융합을 통해 양자의 성장을 꾀해야 한다.
그러나 현실은 텔레마케터들을 오로지 기업 경쟁력 강화를 위한 도구로써 치부하고 있다. 게다가 감정노동의 요구, 업무 스트레스, 비정규직등 노동시장의 문제점을 여전히 가지고 있다. 그럼에도 불구하고 한국 사회에서 한몫을 톡톡히 하고 있는 이들이지만 어디에도 그들을 대변하여 줄 곳은 존재하지 않는다. 텔레마케터들에 대한 연구 또한 미진한 상태이다.
본 연구는 바로 이러한 점을 주목하고 텔레마케터의 입장에 서서 그들의 목소리에 귀를 기울이고자 노력 하였다. 특히 텔레마케터의 직무형태 별 직무만족과 소진에 중점을 두고 연구를 진행함으로써 직무만족과 소진의 상관관계를 분석하고 이에 관한 효과적인 대응방안을 모색하는 기초 자료를 제공함을 주 목적으로 하고 있다.
본 연구를 위해 국내 A통신사의 수도권에 근무하는 전문 인력업체 4개 업체 3개 사업장을 대상으로 표본을 선정하여 설문과 인터뷰를 실시하였다. 설문은 총 241부를 회수하여 그중 233부의 자료를 분석에 이용하였고, 인터뷰 인원은 총 23명이다.
응답자의 일반적인 특성을 살펴보면, 여성이 86.3%로 비율이 높았다. 연령대는 20대가 53.2%, 30대는 45.1%로 젊은 연령층이 많았고, 결혼여부별로 보면 미혼이 72.1%로 높았으며, 자녀가 없는 응답자는 84.5%로 파악되었다. 근속년수로 보면 1년 이하 21.9%, 1-3년 이하 28.3%, 3-5년 이하 29.2%, 5년 이상 20.6%로 고르게 분포되어 있었다. 마지막으로 직무형태별로 보면 일반부서 22.7%, 가입부서 17.2%, 기업부서4.3%, 전문부서 4.7%, 해약부서 21.5%, 기술부서 27.0%, 고객만족부서 2.6%로 각각 파악되었다. 성격을 살펴보면, 낙천성에 부정 8.3%, 보통 47.2%, 긍정 44.2%로 파악되었다. 다음 인내력의 경우 부정 9.4%, 보통 45.9%, 긍정 44.6%로 나타났다. 사교성에 대해서는 부정 17.2%, 보통 52.8%, 긍정 30%로 파악되었다. 마지막으로 적극성은 부정 18.9%, 보통 51.9%, 긍정 29.2%로 나타났다.
본 논문은 위의 제시된 목적을 바탕으로 다음과 같은 구체적인 연구 과제를 설정하였다. 첫째, 텔레마케터의 직무형태별 직무만족과 소진정도의 차이를 알아보고 상관관계를 파악한다. 둘째, 인구사회학적 특성 및 성격에 따른 직무만족과 소진의 차이를 파악한다. 셋째, 직무만족과 소진에 영향을 미치는 업무 환경 요인을 파악한다.
본 논문의 결과를 정리하자면, 텔레마케터의 직무형태 별로 직무만족과 소진의 양상이 다르며, 특히 소진 중 정신적 소진이 직무만족과 관련있음을 알 수 있었다. 또한 소진에 영향을 주는 변수로는 인구학적 요인 중 결혼과 자녀유무가 정신적 소진에 영향을 주었으며, 성격으로는 인내력이, 업무환경적 요인 중에는 감정노동, 회사 정책, 휴가, 급여, 근무년수, 직무형태, 승진, 기대치의 부담감, 권태기로 나타났다. 직무만족에 영향을 주는 변수로 성격은 적극성이, 업무환경적 요인 중에는 직무형태, 업무 자율성, 권한확대, 감정노동, 스트레스와 피로의 누적, 근속년수, 내부고객의 만족이며, 인구학적 요인은 직무만족에 영향을 미치지 못함을 확인하였다. 따라서 직무만족과 소진 현상이 인구학적요인 보다는 업무환경요인과 더 관련있음을 확인할 수 있었다. 그러나 이러한 결과는 직무만족과 소진현상이 어느 한가지 요인에 의해 작용된다기 보다는 복합적인 요인들이 상호 연관된 다차원적인 문제로 이해 되어야 함을 확인시켜 준다.
지금까지 한국의 텔레마케터에 대한 연구는 거의 불모지에 가까웠다. 그나마 고객지향성의 연구가 대부분이었다. 따라서 텔레마케터에 대한 연구의 축적 및 노동 시장과 텔레마케팅의 질적 향상을 위해서는 보다 많은 연구가 진행되어야 할 것이다. 본 연구가 한국의 노동시장에서 텔레마케터에 대한 관심을 가질 수 있는 작은 밑거름이 되길 바란다.