콜센터상담사의 회복탄력성과 직무스트레스가 이직의도에 미치는 영향

Abstract

The call center is a leading service sector that manages customers' positive experiences by connecting businesses with customers. Although the call center plays an important role in customer contact, there is no need for special certificates or skills when entering the company. On the other hand, due to emotional labor and job stress, frequent turnover is occurring. However, not everyone in the service sector has a turnover due to job stress. There is someone who can cope with intense stress positively. As such, it is resilient to explain the difference in people's ability to cope with adversity. In this study, we examined the relationship between recovery elasticity of call center Tele-communicators and job stress and turnover, and looked at the effect of recovery elasticity and task stress on the turnover of call center Tele-communicators. This study surveyed counselors belonging to four of the call centers located in P-city and used a total of 232 questionnaires to analyze the results. Pearson's correlation analysis and stepwise return analysis were conducted forthe analysis of the study data, and the results of this study are as follows. First, after analyzing the correlation between recovery elasticity of call center counselor and degree of turnover of task stress, recovery elasticity and turnover showed significant inelasticity, and task stress and turnover showed significant static correlation. Second, the degree of turnover has been shown to affect the interpersonal ability and positivity of resilience. Third, the degree of turnover showed that inadequate compensation, job instability and workplace culture affected of job stress. As a result of this study, the management of a call center counselor's job will require organizational efforts such as the mentoring system and various education programs to enhance the call center counselor's resilience and ease task stress.

keyword: Call center, Resilience, Job stress, Turnover intention