Page 3 - 서울시120다산콜재단 최종보고서 이북용

목 차 표 목차

[표 1-1] 내‧외부 환경 분석 결과 요약 ····································· 11
제1장. 연구 결과 요약
[표 1-2] 상담채널 분석 결과 요약 ····································· 11
1. 연구 결과 요약 ························································ 11
[표 1-3] 설문조사 분석 결과 요약 ····································· 12
[표 3-1] 콜센터 업무 성과 측정 ····································· 22
제2장. 서론 [표 3-2] 콜센터 주요 성과지표 ····································· 23
[표 3-3] 콜센터 서비스 품질에 대한 측정항목 ····································· 25
1. 연구의 필요성 ························································ 17
[표 3-4] 콜센터 서비스의 특성 및 관리기법 ····································· 26
2. 연구의 목적 ························································ 17 [표 3-5] 2020년 상담직무자 KPI 현황 ····································· 27
3. 연구의 내용과 방법 ························································ 17 [표 3-6] 2020년 지원직무자 KPI 현황 ····································· 27
[표 3-7] 2020년 관리직무자 KPI 현황 ····································· 28
[표 3-8] 2020년 지자체 콜센터 서비스품질 평가 ····································· 28
제3장. 본론 [표 3-9] 2020년 12월 기준 서울시120다산콜재단 근속기간별 인원 현황 ····································· 29
1. 내‧외부환경 분석 결과 ························································ 21 [표 3-10] 2020년 12월 기준 서울시120다산콜재단 연령대별 인원 현황 ····································· 29
[표 3-11] 2020년 12월 기준 서울시120다산콜재단 직급별 인원현황 ····································· 30
2. 상담채널 분석 결과 ························································ 34
[표 3-12] 2020년 서울시120다산콜재단 인적자원 고려한 SWOT분석 ····································· 31
3. 설문조사 분석 결과 ························································ 43
[표 3-13] 서울시120다산콜재단 2020년 상담콜 점검 위한 표본 추출 기준 ····································· 34
4. 2021 HRD Trend 결과 ························································ 69 [표 3-14] 서울시120다산콜재단 2020년 상담콜 점검 모델 ····································· 35
[표 3-15] 서울시120다산콜재단 2020년 상담콜 점검 항목별 기준 ····································· 36
제4장. 결론 [표 3-16] 서울시120다산콜재단 2020년 상담콜 점검 지수 ····································· 37
[표 3-17] 서울시120다산콜재단 2020년 상담콜 점검 종합결과 ····································· 37
1. 종합 시사점 ························································ 73
[표 3-18] 서울시120다산콜재단 2020년 상담분야별 점검 결과 ····································· 38
2. 경영목표에 따른 중장기 교육체계 ························································ 75 [표 3-19] 설문응답 성비 ····································· 43
3. 2021년 역량별 교육프로그램 ························································ 78 [표 3-20] 설문응답 전체 현황 ····································· 43
[표 3-21] 2020년 교육 개선의견 결과 (문항4) ····································· 45
4. 기타 제언 ························································ 79
[표 3-22] 업무수행 및 역량강화를 위한 교육훈련을 위해 필요한 점 (문항8) ····································· 48
[표 3-23] 교육과정 만족도 긍정적 요인 (문항10) ····································· 50
제5장. 별첨 [표 3-24] 2020년 직무 수행에 도움 된 교육과정 (문항11) ····································· 50
1. 설문 문항 ························································ 82 [표 3-25] 도움 된 교육과정 선정 이유 (문항12) ····································· 51
[표 3-26] 2021년 직무수행에 필요한 교육 (문항13) ····································· 52
2. 참고 문헌 ························································ 87
[표 3-27] 교육이해도를 성과에 반영하는 것에 대한 의견 (문항14) ····································· 53