초록

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Abstract ▼ AI-Helper

Call Center is one of the most important customer contact points where a majority of customer related businesses are processed. It also receives and takes care of customers" complaints and sometimes works as a call operator of a company; it is indeed a face of a company. However, most of Call Center...

Call Center is one of the most important customer contact points where a majority of customer related businesses are processed. It also receives and takes care of customers" complaints and sometimes works as a call operator of a company; it is indeed a face of a company. However, most of Call Center representatives are irregular or contract based employees. In addition, more and more companies replace irregular workers with contract company workers. Furthermore, it is the current trend that they have in-house Call Center or have full-outsourcing Call Center. Under these changes, Call Center representatives are exposed to abusive languages and sexual harassment due to Call Center"s unique characteristics that no contacts are made face-to-face with customers. Call Center representatives whose grievances are not taken care of are very stressed emotionally and psychologically and even worse, their basic human rights are not honored some times. Despite the seriousness of the situation, as irregular or outsourced workers, they have not been given opportunities to raise their voices to Labor Management Council, which is the best, effective solution to employee sufferings. In addition, because of Call Center"s characteristics, they are rarely unionized and therefore do not have effective and practical solutions to resolve their issues and grievances. This report sets out potential solutions and policy suggestions, taking their situation into considerations.

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