금융기업 콜센터 공간환경 특성연구 - 콜센터 사용자 설문 조사를 중심으로 -

Abstract

(Background and Purpose) Modern employees of financial services work in different employment conditions compared to general office and manufacturing work. As the provision of financial services is digitalized, untact channels and the construction of omni-channels providing services through connection of online, offline, and mobile channels was reinforced. As new technological problems are added to the purpose of call centers, the necessity for new systems to respond to customers is increasing in addition to existing systems and employees. Likewise, while the importance of call centers is increasing, and support and attention for call center counselors responsible for the direct provision of such services is relatively low. The financial circle must recognize the behavior and needs of consumers to be able to complement the current status of services with high reliance on human resources, making improvements to the limitations of untact digital channels of today’s call centers and providing continuous training for call center employees who are emotional laborers who respond to customers while suppressing their own emotions in utilizing the employees. Recently, the scope of the call center industry in Korea has become increasingly large due to expansion and merging, with an increase in counselors. However, there is insufficient research in terms of spatial management. This study’s purpose is to suggest the influence of spatial environment in call centers of financial companies on its users, and the enhancement of satisfaction and will to work with spatial enhancement through empirical study and research. (Method) This study examines the influence of spatial environment on its users and pursues methods to enhance work satisfaction and work efficiency through spatial design. To that end, a literature review was conducted of papers related to financial space and survey, and call center employees of financial companies based in Euljiro, Seoul Metropolitan city were chosen as the subjects. (Results) Enhanced work spaces in call centers of financial companies impacted employees in a psychologically and visually positive manner. Furniture that could be tailored to its users by altering the spatial color design led to higher satisfaction, and satisfaction level of the layout was low that the need to change the layout for the existing call center was pointed out. (Conclusions) In the future, continuous research to increase the quality of work environment and to enhance work efficiency must be made by considering the job type and characteristics of employers and by reflecting the active expression of opinions.