델파이기법을 이용한 비대면 서비스 재택근무 적합요인의 도출 -콜센터 서비스를 중심으로-

The primary purpose of this study is to identify success factors for the design and development of home-based call center classified by human resources, hardware resources, organization characteristics and job/task characteristics. Also, this research sought to find the differences between home-based call center experienced managers and non-experienced managers. We had 3 steps to study this research. first, tentative successful home-based factors and criteria were developed based on research study and consulting with experts. And then, Preliminary surveys were carried out by 19 experts to get the content validity of the criteria. Last, The Delphi methods were carried out twice by 19 experts to acquire the importance of core criteria for the successful home-based call center. The survey questionnaires were modified and supplemented continuously according to the result of the previous steps. Content Validity Rate(CVR) was used to judge which factors are really effective. As a final result, 46 criteria of total 60 were found to be over 0.54 CVR points which is the minimum level. Representatively, for human resources, (1) responsibility, (2) time-managing ability, and (3) importance about family and vacation were found to be valid. For physical resource criteria, (1) security systems, (2) knowledge management systems, (3) independent and isolated personal space were found. For Organization criteria, (1) special career development program and (2) various time schedules were found. And for job/task criteria, all factors found to be valid including simpleness of job/task. Also the big gap between home-based call center experienced group and non-experienced group was found. The results of this study will provide the practical guideline for the companies which try to adopt Home-based call center model and a wider perspective for the researchers.