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2016년 구로·금천지역 콜센터 상담원 노동실태조사 결과 보고서

  • 구로구근로자복지센터
  • 2016-12-29 15:19:47
  • hit1162
  • 14.36.47.51

2016년 구로구근로자복지센터에서 실시한 [구로·금천지역 콜센터 상담원 노동실태조사] 결과 보고서입니다.

 
- 연구 주관 : 구로구근로자복지센터
 
- 조사 진행 : (주)프롬리서치
 
- 공동 연구 : 김현주 (이화여자대학교 목동병원 직업환경의학과 임상부교수)
 
 
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제1장 조사 개요
Ⅰ. 조사의 배경 ········································································································ 1
Ⅱ. 조사의 목적 ·············································································································· 2
Ⅲ. 조사의 설계 ·············································································································· 3
Ⅳ. 조사의 내용 및 범위 ······························································································ 3
Ⅴ. 조사 진행 콜센터 업체 ························································································ 4
Ⅵ. 조사의 한계 ·············································································································· 4
 
제2장 세부 조사 결과
Ⅰ. 응답자 기본 현황 ···································································································· 5
 
Ⅱ. 근무현황 및 실태 ···································································································· 7
1. 콜센터 근무 경력 ································································································ 7
2. 현 직장 선택 이유 ······························································································ 8
3. 출퇴근 시간 ·········································································································· 9
4. 교대근무 및 연장근로 실태 ············································································ 10
5. 상담업무 현황 ···································································································· 11
6. 상담업무 환경 ···································································································· 12
7. 임금형태 및 휴가사용 실태 ············································································ 13
8. 사회보험 가입실태 ···························································································· 14
9. 휴게시간 및 근로계약서 작성 여부 ······························································ 15
 
Ⅲ. 건강상태 및 직무스트레스 ·················································································· 16
1. 건강상태 평가 ···································································································· 16
2. 직무스트레스 평가 ···························································································· 17
3. 음주 및 흡연실태 ······························································································ 19
 
Ⅳ. 정신건강상태 및 감정노동평가 ·········································································· 20
1. 정신건강 지수 ···································································································· 20
2. 근무 중 폭력, 추행 발생 현황 ······································································· 21
3. 감정노동 스트레스 평가 ·················································································· 22
 
Ⅴ. 복지수요 현황 ········································································································ 25
1. 질병별 문제발생 빈도 ······················································································ 25
2. 근무 중 고충발생시 직장 지원 현황 ···························································· 26
3. 여가활동 관련 현황 ·························································································· 27
4. 지원 필요 분야 ·································································································· 28
 
제3장 결론 및 제언
Ⅰ. 스트레스 완화 프로그램 ···················································································· 29
Ⅱ. 건강관리 지원 ········································································································ 30
Ⅲ. 고충상담 지원 ········································································································ 31
 
*별첨1: 통계표
*별첨2: 설문지
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