지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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Currently it has become a market trend to outsource the contact center service to the 3rd party, a professional contact center service company. MPC(Marketing Pioneer Corporation, Ltd.) has introduced the contact center service business in Korean market around 20 years before, and keeps the leading position in the industry. This study focuses on MPC`s contact center service business using the windows of the Service-Profit Chain model developed by Heskett et al.(1994, 1997). Through this research, we could find that MPC`s strategies and business processes were quite in line with the S-PC model, and could get many important stories and ideas from MPC. In addition, we have traced the KSFs(Key Success Factors) for the contact center service business to be ``People``, ``System`` and ``Process``. As customer really wants to get a solution on his/her problem from contact center, the importance of professional service capability of service agent will grow continuously. As the contact center service company has to satisfy two customers, the end-users and the client company, a mutual understanding on KPI between contact center service company and client company is quite important. Finally, we emphasize the importance of non-financial performance in addition to financial performance for the sustainable growth of the business. We shares important messages found from this case study and propose some suggestions for MPC.
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