A Study on the Systematization of Application Variables for Appropriate Manpower Forecasting in Customer Contact Center
Son Ho, Il Sang Ko, Mi Kyoung Jung · Journal of Korea Service Management Society · 2025
Currently, the customer contact center industry, combined with IT technology, is introducing various automation systems such as Chatbot, visible ARS, TalkBot, AI counseling, and RPA (Robot Process Automation), and although digital transformation is in progress in many areas, it is still operated as a labor-intensive structure with high human dependence. Therefore, in order for customer contact centers to minimize customer complaints and improve satisfaction, it is important to secure and maintain appropriate counselor manpower to maintain the appropriate response rate to customer requests, service level, and first call resolution rate. However, the actual customer contact center does not reflect the variables such as emotional protection time, training time, appropriate break time, and vacation use requested at the site. This is because it has a limitation that the interpretation of 'appropriate manpower' is focused on cost and productivity efficiency. In order to overcome these limitations, various literature and previous studies were reviewed, and through case studies, applied variables for predicting appropriate manpower practically required in the field were presented. In addition, in order to balance the meaning of 'appropriate manpower', variables affecting productivity and efficiency, service quality and satisfaction variables were evaluated and selected, and applied variables for predicting appropriate human resources reflecting practical cases in the field were presented. This reflects the working environment that may be requested in the future, and systemizing studies were conducted on variables that can be applied to customer contact centers for various industries and services.