정책자료 2006-04
콜센터의 고용관계와 노동문제
이병훈․강혜영․권현지․김종성
목 차
요 약 ····································································································· ⅰ
제1장 서 론························································································ 1
1. 연구배경과 목적··········································································· 1
2. 연구방법과 내용구성···································································· 4
제2장 선행연구 검토········································································ 7
1. 고객서비스 노동의 탈숙련화:서비스 작업장의 공장체제로의
재편 ······························································································· 8
2. 탈숙련 수렴론에 대한 비판의 근거············································· 10
3. 콜센터 작업조직의 변화 경향······················································ 13
4. 콜센터 작업장의 여성화······························································· 18
5. 소결:한국 콜센터 고용관계의 특성과 절충형 작업장의 출현
가능 ································································································ 20
제3장 국내 콜센터의 실태분석······················································ 23
1. 콜센터 실태조사의 개요······························································· 23
2. 콜센터의 운영현황과 고용구조···················································· 25
3. 콜센터의 인적자원관리································································· 30
4. 콜센터의 직무관리········································································ 35
5. 콜센터의 노사관계········································································ 38
6. 콜센터의 업무성과 관리······························································· 39
7. 콜센터의 활용기술········································································ 42
8. 콜센터의 제도 여건······································································ 43
9. 소 결····························································································· 47
제4장 금융기관 콜센터 상담원의 직무태도································· 49
1. 문제 제기······················································································ 49
2. 응답 콜센터 상담원들의 인적 특성············································· 50
3. 콜센터 상담원들이 인식하고 있는 직무상의 특성····················· 53
4. 콜센터 상담원들의 업무 특성과 조직정합성 분석····················· 55
5. 콜센터 상담원들의 직무 및 조직몰입을 저하시키는 몇 가지
요인들 ···························································································· 58
6. 소 결····························································································· 66
제5장 금융․통신부문 콜센터의 비교 사례분석························· 68
1. 문제 제기······················································································ 68
2. 4개 콜센터의 소개 및 고용특성의 비교분석······························ 69
3. 콜센터 고용관계의 공통점··························································· 73
4. 한국 콜센터 고용관계에서의 차이점··········································· 76
5. 소 결····························································································· 79
제6장 콜센터의 전자노동감시 사례연구······································· 81
1. 문제 제기······················································································ 81
2. 전자노동감시의 기본 이해··························································· 83
3. A은행 콜센터의 개관··································································· 88
4. A은행 콜센터에서의 전자노동감시 실태···································· 90
5. 전자노동감시에 대한 노동자 반응··············································· 94
6. 소 결····························································································· 100
제7장 결론 및 정책방향·································································· 102
참고문헌······························································································· 107
2006-12-30
