콜센터 상담사 셀프리더십이 자기효능감을 매개로 직무 만족에 미치는 영향

Abstract

The non-face-to-face transactions following Covid-19 have changed the way businesses interact with customers. The importance of non-face-to-face customer contact has increased in the call center task, which is in charge of communication with customers. The corporate call center business was mainly focused on guiding customer questions about products and services and solving problems of dissatisfied customers. In addition, as call centers perform functions such as customer service and strategic marketing channel, the importance of theirs work has expanded. Nonetheless, research on the factors affecting the job satisfaction of call center counselors has not been actively conducted. Therefore, this study analyzed the effect of self-leadership on self-efficacy and job satisfaction for call center counselors and tried to analyze the mediating effect of call center counselors' self-efficacy between self-leadership and job satisfaction. To this end, 170 questionnaires were distributed to call center counselors and 163 copies, excluding unrecovered and insincere response sheets, were used for analysis. The study results are summarized as follows: First, it was found that call center counselors with high self-leadership feel satisfied with their work and that the achievement of self-determined goals leads to an increase in self-confidence, which affects self-efficacy. Among self-leadership variables, natural reward and self-goal setting were found to have a positive effect on self-efficacy. Second, it was found that call center counselors with high self-leadership feel rewarded in their work by resolving the grievances of dissatisfied customers and that self-reflection on their mistakes and a sense of achievement affect job satisfaction. Among self-leadership variables, natural reward, self-criticism, and self-goal setting had a positive effect on job satisfaction. Third, when a sense of self-efficacy is added while the call center counselor's self-leadership affects job satisfaction, a partial mediating effect was confirmed, in which the influence of self-leadership decreased and self-efficacy had more influence on job satisfaction. Through this study, it was confirmed that the self-leadership and self-efficacy of call center counselors had a positive effect on job satisfaction. So far, companies managed and educated call center counselors only from the perspective of customer satisfaction. But based on these research results, it is advised that companies should consider management strategies and educational programs to strengthen self-leadership and enhance self-efficacy for call center counselors.