Earticle

초록

영어

Today’s customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS’ customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

목차

Abstract
1. 서론
2. 이론적 배경
2.1 공단의 고객업무 특성
2.2 공단 고객응대 근로자 감정노동
3. 연구 방법
4. 연구 결과
4.1 고객응대 직원 실태조사 결과
4.2 고객응대 근로자 보호 대책 인식도
4.3 고객응대 근로자 보호 대책에 대한평가 및 개선 의견
5. 결론
6. 제언
7. References

키워드

저자

• 김승한 [ Seung-Han Kim | 국민연금공단 ]
• 김규범 [ Gyou-Beom Kim | 가톨릭관동대학교 무인항공학과 ] Corresponding Author
• 현우진 [ Woo-jin Hyun | 우송대학교 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620