Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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Analyzing the relationship between employee characteristics and performance in call center organizations: integration of social network analysis and repertory grid technique

조직 내 사회적 특성과 개인적 특성이 콜센터 업무 성과에 미치는 영향 분석: 사회연결망과 RGT를 중심으로 한 A사 사례 연구

  • Kim, Jongmyoung (Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology (SEOULTECH)) ;
  • Geum, Youngjung (Department of Industrial Engineering, Seoul National University of Science and Technology (SEOULTECH))
  • 김종명 (서울과학기술대학교 IT정책전문대학원) ;
  • 금영정 (서울과학기술대학교 산업공학과)
  • Received : 2020.02.19
  • Accepted : 2020.05.08
  • Published : 2020.05.31
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Abstract

Current performance evaluation of call center employees is dependent on the number of calls they have resolved, regardless of the individual and social characteristics of employees. However, since call center tasks are highly customer-oriented and emotional laborious, individual capability as well as social characteristics of employees is critical to performance. Therefore, this study analyzed the relationship between employees' individual/social characteristics and their performance. To extract individual characteristics, a repertory grid technique was employed, whereas social network analysis was conducted to extract the social characteristics of employees. Using individual and social characteristics as input variables, multiple regression was conducted to analyze the effect of each variable on performance. As a result, in-degree centrality of dining network, initiative characteristics, open characteristics, and enjoyment of studying were determined to be important variables for performance. This study is expected to be used in both performance management and human resource management of call center practices.

콜센터 성과평가 및 인적자원 관리는 상담원의 개인적, 사회적 특성을 고려하지 않고 해결 콜 수에만 의존적으로 평가되고 있다. 그러나 콜센터는 대부분 업무가 고객과의 공동 문제해결에 기반하고 있어 상담원의 개인적 역량 및 사회적 역량이 업무성과에 직접적인 영향을 미친다. 따라서 본 연구는 콜센터 상담원을 대상으로 개인적 역량 및 조직 내 사회적 특성이 업무 성과에 미치는 영향을 분석함으로써 콜센터 성과평가 및 상담원의 채용관리에 도움을 주고자 한다. 이를 위해 본 연구는 RGT를 이용하여 개인적 특성을 도출하였고, 네트워크 분석을 통해 사회적 관계를 분석하였다. RGT와 네트워크 분석을 통해 도출된 변수를 바탕으로 회수실적과의 상관계수가 높은 항목을 선정한 후 회귀 분석을 실시하였다. 실험 결과, 회식망 내향 중앙성, 업무 적극성, 개방적 성향, 배우는 것을 즐기는 성향의 네 가지 특성이 회수실적에 유의미한 영향을 미치는 것으로 나타났다. 본 연구 결과는 콜센터 상담원 성과평가 뿐 아니라 상담원의 채용 및 관리에도 의미있는 정보를 제공할 수 있을 것으로 기대된다.

Keywords

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