Analysis of employee characteristics according to VOC classification and judgment evaluation result
Authors:   Asia-Europe Perspective Association, Park Jung-Ki , Lee Dong-Myung 
Published: June 2018

The service industry is now focusing on customer retention and relationship growth as well as product production, manufacturing, sales and service in the age of global infinite competition. Companies are aiming to utilize product and service quality provided to customers as a resource for management resources and growth through continuous monitoring in accordance with product lifecycle beyond simple satisfaction level. In addition, we are making a lot of effort to respond to customer needs, needs, and evaluations.
We are also concentrating our efforts to find out the cause of the failure of the service provided for the customer’s complaints and complaints and to make the service recovery successful. In this study, we classify and judge the cases of customer complaints about internal employees and conduct the difference analysis through the results. We conducted VOC diagnostic evaluations to raise employee understanding and awareness of customer complaints collected through customer voices. Based on the results, we understood the understanding of the complaints of the internal employees and the awareness of problem solving and established the research problems to achieve the proposed research purpose. Based on the empirical cases of customer complaints, we conducted a classification and judging evaluation.
The evaluation method is divided into three categories of job duties, service duties, management duties and support duties. The cause of dissatisfaction is divided into product, process, and employee. After that, classification and judgment ability evaluation results according to the types of complaints were confirmed and the personal characteristics of the employees were analyzed. As for personal characteristics, we confirmed the gender, position, customer contact point, experience of other job, difference according to job, and VOC experience.
First, classification ability is evaluated to be somewhat higher than judgment ability. The results of this study are as follows: 1. Second, the classification and judgment ability evaluation results of the complaints about service job were lower than the job and support job complaints. The contents of the service job include technical knowledge and information, so it is considered that the evaluation result is lower than other jobs. Third, in evaluating the cause of the complaint, it was confirmed that the correct answer rate was the lowest for the case of the cause of the process.
Based on the evaluation results, the results of the difference analysis on classification and judgment ability are summarized as follows: First, there is a significant difference in classification ability and judgment ability according to the results of the difference analysis according to position. Second, among the personal characteristics of employees, And there was a significant difference between classification and judgment results. The customer’s voice is a continuous evaluation of the products and services provided by the company. Customer’s evaluation includes needs and needs. It is able to perform flexible and fast customer correspondence and processing by carrying out various tasks and processing, naturally gaining business knowledge and skills. This result confirms that the subjects who had other job experience showed high evaluation results. Third, there were significant differences in classification and processing ability of customer complaints according to customer contact points. Fourth, it is analyzed that there is a significant difference in classification and processing ability of customer complaints according to job differences among the personal characteristics of employees. Fifth, there was a difference in classification and processing ability evaluation results of customer complaints due to differences in VOC experience among the personal characteristics of employees. Customer experience with VOC is an opportunity to maintain customer response quality.