Measuring the Resilience of Customer Center Workers : Focusing on Customer Center in Gwangju

Customer service employees face high levels of emotional labor and repetitive tasks, handling dozens of calls and messages daily from various types of customers. Theymust also process pending inquiries quickly, leading to intense work demands and stress. Given these job characteristics, resilience is a critical factor for their well-being andperformance. This study aimed to assess the level of resilience among customer serviceemployees using the YKRQ-27 developed by Shin et al., (2009). Resilience was measuredacross nine factors, and group differences were analyzed based on participants' demographicand occupational characteristics. The results revealed that 14% of participants scored 80 orbelow, 59% scored between 81 and 107, and 27% scored 108 or above. Significantdifferences in resilience scores were observed based on age, highest educational attainment,job position, and marital status. Post hoc analysis further indicated that differences wereparticularly significant between employees in their 30s and 40s and between counselors andmanagers. This study provides a foundational understanding of resilience levels amongcustomer service employees, identifying key factors influencing resilience and variations basedon demographic and occupational characteristics. The findings serve as valuable baseline datato inform strategies for improving resilience in this workforce.