고객센터 서비스가 기업수익에 미치는 영향에 관한 연구

• 영문명: A Study on Impact of Customer Contact Center Service to Business Performance
• 발행기관: 한국IT서비스학회
• 저자명: 이도경(Do-Koung Lee) 유재현(Jae-Hyun You) 박철(Cheol Park)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제8권 제1호, 29~45쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.03.31

영문 초록

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damager model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

키워드

IT service Call center Bank Customer Interaction IT and Profit