농촌지도사업의 콜센터 운용효과 분석

• 영문명: An Impact Analysis of Call System of Agricultural Extension Services in Korea
• 발행기관: 한국농촌지도학회
• 저자명: 안진곤(Jin Gon Ahn) 김재호(Jeh Ho Kim) 김성수(Sung Soo Kim) 이동진(Dong Jin Lee)
• 간행물 정보: 『농촌지도와 개발』15권 3호, 461~497쪽, 전체 37쪽
• 주제분류: 자연과학 > 생활/식품과학
• 파일형태: PDF
• 발행일자: 2008.09.30

영문 초록

The objective of the study was to evaluate the impact of the Call System of agricultural extension services in Korea. The respondents were satisfied on the speedy solution (74.5%), consultation (88.4%), and accessibility (79.7%) of the call system. However, satisfaction of farmers on in-depth consultation was higher (74.3%) than the satisfaction rated by the public servants of RDA (48.9%). Both groups replied positively (70.4%) on the need for expansion of the call system. The analyses of the results leads to a conclusion that there is a need to increase marketing on the importance of RDA`s Call System to customers of agricultural extension and to improve accessibility through expansion of the system in other areas. These could solve the decreasing number of extension professionals and improve the quality and efficiency of extension services. These analyses may be useful as bases for a nationwide Call System that connects the center with other districts and for planning a renovation of information-oriented agricultural extension services. The issue that needs improvement is to abandon the grounds of agricultural technology information provider and respond to the customers` needs efficiently by building an established Call System which can minimize the side effect of the trends of reforming and downsizing the organization. It is needed to develop a unified management Call System of agricultural technology information that could provide real-time information, and database the results simultaneously for use as feedback to the Rural Development Programs. Related laws and policies need to be improved to establish a nationwide information network that maximizes the current network in agricultural regions to spread information, to provide institutional support, and to encourage development of training system and research and development by concerned institutes.

키워드

콜시스템 Call System 콜센터 Call Center 농업기술정보 Agricultural Technology Information 고객상담 Customer Counselling