Page 3 - 서울시120다산콜재단 최종보고서 요약본

목 차 표 목차

[표1-1] 내‧외부 환경 분석 결과 요약 ······························ 11
제1장. 연구 결과 요약
[표1-2] 상담채널 분석 결과 요약 ······························ 11
1. 연구 결과 요약 ························································ 11
[표1-3] 설문조사 분석 결과 요약 ······························ 12
[표 3-1] 콜센터 주요 성과지표 ······························ 22
제2장. 서론 [표 3-2] 콜센터 서비스 품질에 대한 측정항목 ······························ 24
[표 3-3] 콜센터 서비스의 특성 및 관리기법 ······························ 25
1. 연구의 필요성 ························································ 17
[표 3-4] 2020년 상담 직무자 KPI 현황 ······························ 26
2. 연구의 목적 ························································ 17 [표 3-5] 2020년 지원 직무자 KPI 현황 ······························ 26
3. 연구의 내용과 방법 ························································ 17 [표 3-6] 2020년 관리 직무자 KPI 현황 ······························ 26
[표 3-7] 2020년 지자체 콜센터 서비스품질 평가 ······························ 27
[표 3-8] 2020년 서울시120다산콜재단 인적자원 고려한 SWOT분석 ······························ 28
제3장. 본론 [표 3-9] 서울시120다산콜재단 2020년 상담콜 점검 위한 표본 추출 기준 ······························ 30
1. 내‧외부환경 분석 결과 ························································ 21 [표 3-10] 서울시120다산콜재단 2020년 상담콜 점검 모델 ······························ 31
[표 3-11] 서울시120다산콜재단 2020년 상담콜 점검 항목별 기준 ······························ 32
2. 상담채널 분석 결과 ························································ 30
[표 3-12] 서울시120다산콜재단 2020년 상담콜 점검 지수 ······························ 32
3. 설문조사 분석 결과 ························································ 38
[표 3-13] 서울시120다산콜재단 2020년 상담콜 점검 종합결과 ······························ 33
4. 2021 HRD Trend 결과 ························································ 60 [표 3-14] 서울시120다산콜재단 전화 상담 콜 점검 현항 및 개선방안 ······························ 33
[표 3-15] 서울시120다산콜재단 2020년 상담분야별 점검 결과 ······························ 34
제4장. 결론 [표 3-16] 서울시120다산콜재단 2020년 특수 상담채널 점검 결과 ······························ 37
[표 3-17] 설문 응답 성비 ······························ 38
1. 종합 시사점 ························································ 63
[표 3-18] 설문 응답 전체 현황 ······························ 38
2. 경영목표에 따른 중장기 교육체계 ························································ 64 [표 3-19] 학습자 참여도,이해도,교육의 필요성 설문 결과 (문항1,2,3) ······························ 39
3. 2021년 역량별 교육프로그램 ························································ 67 [표 3-20] 2020년 교육 개선의견 설문 결과 (문항4) ······························ 40
[표 3-21] 교육환경 적합성 / 학습장비 지원 만족도 설문 결과 (문항 5.6) ······························ 41
4. 기타 제언 ························································ 68
[표 3-22] 교육내용의 적합성 설문 결과 (문항7) ······························ 41
[표 3-23] 업무수행 및 역량강화를 위한 교육훈련을 위해 필요한 점 (문항8) ······························ 42
제5장. 별첨 [표 3-24] 교육 현업 활용도 설문 결과 (문항9) ······························ 43
1. 참고 문헌 ························································ 73 [표 3-25] 교육과정 만족도 긍정적 요인 (문항10) ······························ 43
[표 3-26] 2020년 직무 수행에 도움 된 교육과정 (문항11) ······························ 44
[표 3-27] 업무수행에 도움 된 교육과정 선정 이유 (문항12) ······························ 44