DEA 모형에 의한 서비스 운영의 기술적 효율성 평가: 컨택센터 서비스를 중심으로 (Evaluating the Technical Efficiency of Service Operations Using DEA Models: An Application to Contact Center Services)

서지정보

· 발행기관 : 한국품질경영학회
· 수록지 정보 : 품질경영학회지 / 37권 / 2호 / 1 ~ 11페이지
· 저자명 : 조건, 이경재, 소순후

초록

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point
between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study
is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric
efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can
be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

영어초록

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point
between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study
is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric
efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can
be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

참고자료

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