> 자료공간 > 발간자료 > 인권위 간행물
Chapter 1 서론
1. 연구의 필요성과 목적 ··················································································································· 2
가. 연구의 필요성과 목적 ·············································································································· 2
2. 선행연구 검토 ······························································································································· 4
가. 콜센터의 노동과정과 특징(전자감시 등) ················································································· 4
나. 콜센터 노동자의 감정노동과 정신건강 ·················································································· 4
다. 콜센터 노동자의 일반 건강 ··································································································· 5
라. 코로나19와 콜센터 노동자 건강 ······························································································ 6
마. 콜센터 노동자에 대한 인적자원관리 ······················································································· 7
바. 우리나라 콜센터의 운영 현황 및 정책 제언 ········································································· 7
3. 연구내용 ········································································································································ 8
가. 콜센터 산업 현황 및 법제도 실태 파악 ················································································ 8
나. 콜센터의 노동환경 분석과 운영유형별 특징 파악 ································································ 9
다. 콜센터 노동 국제기준 파악 및 해외사례 조사 ······································································· 9
라. 콜센터 상담노동자 보호를 위한 정책 및 제도개선 방안 ······················································· 9
4. 연구 방법 ···································································································································· 10
Chapter 2 콜센터 산업 및 고용 현황
1. 콜센터 산업 현황 ························································································································ 12
가. 개념 및 성장 과정 ················································································································· 12
나. 산업 규모 및 운영형태 ·········································································································· 13
다. 산업 전망 ······························································································································· 15
2. 콜센터 고용 현황 ························································································································ 16
가. 통계청 서비스업조사 ·············································································································· 16
나. 컨택센터산업총람 ··················································································································· 18
3. 콜센터 노동조건 ·························································································································· 21
가. 인적 특성 ······························································································································· 21
나. 고용 형태 ······························································································································· 22
다. 임금, 노동시간 ······················································································································· 22
4. 콜센터 근무환경 ·························································································································· 24
가. 업무 특성 ······························································································································· 24
나. 업무 스트레스, 감정노동 ······································································································· 27
다. 이해대변 기구 ························································································································ 29
라. 건강 문제 ······························································································································· 30
마. 만족도 ···································································································································· 31
5. 공공부문 콜센터 정규직 전환 정책의 문제 ··············································································· 32
가. 공공부문 정규직화 정책 개요 ································································································ 33
나. 콜센터업무 정규직 전환 논의 경과 및 문제점 ····································································· 34
6. 소결 ············································································································································· 36
Chapter 3 콜센터 노동자 보호 관련 법·제도 현황과 실태
1. 현행 보호법률 및 제도 현황 ······································································································ 39
가. 고객응대근로자 보호제도 ······································································································· 40
나. 고객 등 제3자에 의한 성희롱 방지 ······················································································ 47
다. 고객 등의 폭언 등에 의한 직업성 질병 ·············································································· 49
라. 금융업 고객응대직원 보호제도 ······························································································ 50
마. 지방자치단체의 감정노동자 보호 제도 ·················································································· 54
2. 콜센터 노동자 보호 법제의 과제 ······························································································· 58
가. 현행 보호법제의 실효성 제고 ································································································ 58
나. 콜센터 외주화와 사용자 책임 ································································································ 59
다. 「산업안전보건법」의 보건조치 강화 ······················································································· 62
라. 전자감시와 노동통제 ·············································································································· 64
Chapter 4 서비스 부문별, 운영 형태별 콜센터 노동자 실태: 설문조사 분석
1. 자료 수집 방법 및 피조사자 구성 ····························································································· 67
2. 콜센터 상담 업무의 특성 및 변화 ····························································································· 71
3. 임금과 복리후생 ·························································································································· 76
4. 노동과정: 업무감독 및 부당처우 ································································································ 81
5. 감정노동과 건강권 ······················································································································ 86
6. 직무 불만족과 자살충동 ············································································································· 92
7. 간접고용 비정규직의 고용불안정성과 원청의 사용자성 ···························································· 97
8. 노동조합 등 노동자 이해대변 방식 ·························································································· 102
9. 소결 ··········································································································································· 105
Chapter 5 서비스 부문별, 운영 형태별 콜센터 노동자 심층 사례 분석: 면접조사
1. 공공부문&직접 운영 사업장 현황과 특징 ················································································ 112
가. 소개 ······································································································································ 113
나. 정규직 전환과정 및 노동환경 ······························································································ 118
다. 코로나19 이후의 노동환경 ·································································································· 134
라. 향후 해결과제 ······················································································································ 137
2. 공공부문&민간위탁 운영 사업장 현황과 특징 ········································································· 141
가. 고용형태 (공공/민간, 직접/간접)별 특성과 현황 ································································· 141
나. 노동환경과 노동조건 ············································································································ 145
다. 노동과정 ····························································································································· 160
라. 부당대우 경험 ······················································································································ 169
마. 산업재해 유형, 빈도, 산재승인 ···························································································· 176
바. 사업장에서의 노동조합 활동과 경험 ··················································································· 179
사. 사회적 인식개선 방법 ·········································································································· 183
3. 민간부문&직접 운영 사업장 현황과 특징 ················································································ 184
가. 고용형태별 특성과 현황 ····································································································· 184
나. 노동환경과 노동조건 ············································································································ 186
다. 노동과정 ····························································································································· 191
라. 부당대우 경험 ······················································································································ 194
마. 산업재해의 유형과 산재 안전망 ·························································································· 196
바. 사업장에서의 노동조합 활동과 경험 ··················································································· 200
4. 민간부문&민간위탁 운영 사업장 현황과 특징 ········································································· 202
가. 민간영역 간접고용 고용의 특성 ·························································································· 203
나. 노동환경과 노동조건 ·········································································································· 205
다. 간접고용 콜센터 상담원들의 노동과정 ················································································ 211
라. 부당대우 경험 ······················································································································ 214
마. 산업재해의 유형과 산재 안전망 ························································································ 219
바. 사업장에서의 노동조합 활동과 경험 ··················································································· 225
5. 콜센터 고용형태별 비교 ··········································································································· 227
Chapter 6 콜센터노동 관련 주요선진국과 국제기준 검토
1. 독일 콜센터 노동자 노동인권 현황 및 시사점 ········································································ 234
가. 독일 콜센터 현황 ················································································································· 234
나. 독일 콜센터 고용 관계 ········································································································ 237
다. 독일 콜센터 노동인권: 제도 및 노사관계 ··········································································· 241
라. 함의 및 시사점 ···················································································································· 242
<독일 사례 보론: 콜센터 직업훈련과정> ·················································································· 244
2. 영국 콜센터 노동자 노동인권 현황 및 시사점 ········································································ 246
가. 영국 콜센터 산업 현황 ········································································································ 246
나. 영국 콜센터 고용관계 ·········································································································· 249
다. 코로나 팬데믹과 콜센터 노동자 노동환경 ·········································································· 264
3. 콜센터 노동에 관한 국제기준 ·································································································· 274
가. 노동에 관한 국제기준 일반론 ······························································································ 274
나. ILO의 콜센터 노동기준 논의 ······························································································· 278
다. 유럽연합 차원의 콜센터 노동조건 논의 ·············································································· 282
라. 국제논의의 시사점 ··············································································································· 287
<별첨: 통신서비스 및 콜센터 산업의 고용관계에 대한 글로벌 대화 포럼> ···························· 289
Chapter 7 콜센터 상담노동자의 노동인권·처우개선·건강권 확보를 위한 정책제언
1. 콜센터의 사용자성과 간접고용 상담노동자의 직접고용 전환 ················································· 293
가. 정책 배경과 조사 결과 요약 ····························································································· 293
나. 정책대안 ····························································································································· 294
2. 상담노동자의 저임금 등 노동조건 개선 ··················································································· 299
가. 정책배경과 조사결과 요약 ································································································· 299
나. 정책대안 ····························································································································· 300
3. 디지털전환 시대 상담노동자의 고숙련화 ················································································· 303
가. 정책배경과 조사결과 요약 ··································································································· 303
나. 정책대안 ····························································································································· 304
4. 상담 노동과정에서의 부당처우 및 고충처리 ············································································ 305
가. 정책배경과 조사결과 요약······························································································ 305
나. 정책대안 ····························································································································· 306
5. 상담노동자의 이해대변과 노동3권 보장 ·················································································· 310
가. 정책배경과 조사결과 요약 ··································································································· 310
나. 정책대안 ····························································································································· 311
6. 상담노동자의 건강권 보호 ········································································································ 312
가. 정책배경과 결과 요약 ········································································································ 312
나. 정책 대안 ··························································································································· 323
참고문헌
부록 1. 설문지
부록 2. 면접 질문지
