서비스 혁신으로서 재택근무제도의 도입과 활용에 관한 사례연구 - 동부화재 콜센터를 중심으로 -

The purpose of this study is to find the success factor of Dongbu Insurance's home-based call center as a service innovation model. Nowadays, home-based call center spreads widely all over the world. Dongbu Insurance home-based call center case was analyzed using Suh & Kim(2012)'s 「home-based call center fit model」 which consists of four factors such as human resource, hardware resource, organizational characteristics and job characteristics. As a result, it was found that made Dongbu Insurance's home-based call center successful were its employee autonomy, organizational support, customer centric service level management and home-based specialist training programs. The benefits of Home-based call center model are high quality jobs, cost reduction, better customer service, and more women employees. We hope that the result of this case study provides practical guideline for the companies which try to adopt Home-based call center model and a wider perspective for the researchers.