텔레마케팅(TM) 보험판매자의 금융소비자보호 역량 강화 평가 - 금융소비자보호 교육 수료자를 중심으로

Telemarketing (TM) channel insurance has a major disadvantage in that it is difficult to explain clearly. Therefore, the ratio of incomplete sales complaints due to information asymmetry between the insurers and insurance consumers is high. Nevertheless, TM is a convenient way to subscribe to simple insurance, and it is positive for financial consumers to increase the diversity of channels and enhance their ability to protect financial consumers through competition. This study examined the data of the respondents of the training course for a financial consumer protection program conducted in 2012-2014. The Financial Consumer Protection Curriculum consisted of 12 hours of collective training for 3 hours per week for 4 weeks per class. The lecturers consisted of professors and doctors of consumer studies, and provided theoretical lectures and practical training. The contents of education consisted of understanding the consumer, characteristics of the TM channel, importance of communication in the provision of consumer information, financial consumer protection training, and business ethics education in the major frame of “financial consumer protection". As a result of structuring the categorization system with the bottom up integration work using the NVivo program, the characteristics of a TMR perception change through education can be derived as follows. First, owing to the asymmetry of financial product information and the high-profile characteristics of insurance products, financial consumers could share the perception that they are weak and need to be protected. Second, TMR education might be used to judge consumers in terms of the telemarketing sales process. Third, there has been a change in perception that the reduction in incomplete sales ratio is effective. Fourth, it was possible to increase the level of business ethics education by recognizing that it is ethical to accurately describe and sell the desired products.