,.,., ARS., 1 ARS, 2. 1 ARS ARS ARS, ARS. ARS ARS,, ARS. 3

이용자보호환경조성 : ARS 및이용약관관련이용자보호방안연구 2009. 12

1 2008 2,.,., ARS., 1 ARS, 2. 1 ARS ARS ARS, ARS. ARS ARS,, ARS. 3

2,. 2,.,,. 1 2, 1 ARS ARS, ARS, 2,. 1,,, 2,. ARS, ARS,.

3,. 2009 12

5 1 15 ARS 1 39 1 39 2 ARS 40 1. ARS 40 2. ARS 40 3. ARS 42 4. ARS 43 5. ARS 44 2 ARS 49 1 ARS 49 1. 49 2. ARS 49 3. (ARS) 50 4. (ARS) 50 2 52 1. 52 2. 53 3. 53

6 4. 53 5. 54 3 56 1. 56 2. 57 3. 57 4. 58 5. 58 3 ARS 62 1 ARS 62 1. 62 2. 65 3. 69 2 ARS 71 1. ARS 71 2. ARS 75 3. ARS 77 4. ARS 79 5. ARS 79 3 ARS 83 1. 83 2. 84 3. (inter-action) 87 4. 88 5. 89

7 4 90 1 90 1. 90 2. ARS 90 3. 91 2 91 1. ARS 91 2. ARS 94 3. 97 4. ARS 98 5. 99 3 100 1. 100 2. ARS 102 3. KS ARS 107 4. ARS 110 1 115 1 115 2 116 2 117 1 117 1. 117 2. 118

8 2 119 1. 119 2. 121 3. 128 4. 130 3 133 1 133 1. 133 2. 137 2 148 1. 148 2. 152 4 154 1 154 1. 154 2. 163 2 173 1. 173 2. 173 3. 176 4. 178 5 182 185 1 ( 2008-63 ) 188

9 2 () 192 3 ARS 194 4 ARS 196 ARS ( 09) 231

10 2 1 50 2 2 51 2 3 54 2 4 54 2 5 (13YY, 07. 1 ) 55 2 6 57 2 7 57 2 8 080 58 2 9 15XX, 16XX 59 2 10 LG 59 2 11 SK 61 3 1 ARS 63 3 2 / ARS 64 3 3 / ARS 65 3 4 ARS 67 3 5, ARS 67 3 6, ARS 68 3 7 ARS 69 3 8 ARS 70 3 9 ARS 78 2 1 131

11 2 2 132 3 1 (2009 9 ) 135 3 2 (2009 9 ) 137 3 3 140 3 4 142 3 5 145 3 6 146 3 7 (SK ) 149 3 8 (KT ) 149 3 9 150 3 10 151 3 11 152 4 1 1 159 4 2 ( ) 160 4 3 Sprint 164 4 4 Sprint 165 4 5 Verizon 170 4 6 BT 172 4 7 09 CS 176 4 8 179

12 1 1 ARS ( 1377) 45 1 2 ARS ARS 48 2 1 56 3 1 ARS 66 3 2 3 ARS 72 3 3 ARS 72 3 4 ARS 1 73 3 5 74 3 6 ARS 74 3 7 ARS 75 3 8 75 3 9 76 3 10 77 3 11 ARS 77 3 12 ARS vs 78 3 13 ARS 79 3 14 80 3 15 80 3 16 ARS 81 3 17 ARS 82 3 18 ARS 83

13 4 1 92 4 2 92 4 3 93 4 4 99 3 1 133 3 2 153 3 3 153 4 1 161 4 2 AT&T CSS 167

15 ARS 1 1,,.,,, ARS(). ARS. ARS,. 2 ARS ARS(Automatic Response System: ),, ARS,,,,,.

16 ARS,, ARS,,,. ARS,, (PSTN) ARS (IP) ARS. 2 1 ARS ARS,, on-off.,,,, e-mail, ARS, ARS. 1,000 10, 50,,,,,. 890,.

17,. 2 1YY 1YYY,., ARS.,. 3 +. (15YY-1234, 16YY-1234),,,., KT

18 1998 1588, KT, SK, LG,, SK 5 8 47,000. 3 ARS 1 ARS 1. ARS, ARS, 1, 2, ARS. / ARS, ARS. 2. ARS, ARS. ARS ARS, (VoIP). ARS, / ARS, ARS,

19. 3., SO ARS, SO ARS, MSO SO ARS. ARS, 2009 4 3 ARS ARS, 114 ARS, 1588 ARS,. 2 ARS 1. ARS KISDI (2009. 3 ), 3 ARS (75.0%) > (58.6%) > / (28.5%) > / (25.4%), 10%. ARS 1 1 3,,, / 1 3 40%, ARS 1 3,.

20 2. ARS ARS 2.8,. 2.99, (2.90 ) > (2.86 ) > / (2.84 ). 3. ARS 10 9 ARS (89.6%), 76.5% ARS. ARS (PSTN) (9 13 /60 ) 37.2%, (77 87 /60 ) 83.0%, ARS. 4. ARS ARS 3 (45.3%), 3.9. ARS ( ) 66.4%,,, /. ARS 24 (39.5%) (24.6%), (34.3%) (33.5%).

21 ARS 1 (36.4%), (27.9%). 3 ARS 1. ARS 3 4, 4. ARS. ARS 1, 2,. 2. ARS 10 9 ARS (89.6%), 76.5% ARS, (96.4%), ARS 1 3. ARS 3 4,.

22 3. (inter-action) ARS, ARS,., 13,. 4. ARS 61.1%, 37.5%. ARS, 37.2%, 83.0%, ARS. ARS 15XX, 16XX.,,.

23 4 1 ARS ( )..,, ARS. ARS ARS, ARS ARS ARS. ARS,,, ARS. 2 1. ARS ARS, ARS. ARS ARS ARS

24 ARS ARS. 2. ARS 3 4 ARS. 0 ARS ARS ARS. Call Back SMS. ARS. 3. 10 9 ARS (89.6%), 76.5% ARS. (96.4%), ARS 1 3. 2001 ARS, 7 8 16 3

25 2008 1 ARS. ARS. 4. ARS ARS, ARS ARS ARS. ARS. 5. ARS, ARS,. 3 1. 36,,.

26, 9 30., ARS, ARS ARS. 2. ARS,,. ARS TREE( ) ARS 371 ARS. 3. KS ARS (KS: Korean Industrial Standards) (A) (X) 21,,. KS (KS) KS KS( ). ARS

27 #, 0, *. 3 20 3, 4. ARS, 30. 2009 11 25, ARS. ) ARS, ) ARS, ) ARS, ) ARS. 1 1,..

28,,.. 2,.,.. 2 1,,

29,,,,.. 2,,.,,,.,, ( ).

30 3 1 1.,,,,,,., KT LG SK KT, LG. 2.. 3 2 MSO, ID IP.,, MSO..,, SKT..,

31,..,. KT,.,. 2 1.,., 10 20, 200,. 2. 19.5%, 13.8%, 7.5%..

32,,. 4 1 1..... 2007 4,.,, A4 2.

33,. 2.. Sprint Sprint (General Terms and Conditions of Service), (Important Service/Product Specific Terms)., (Terms of Service), (Promotions, Options and Other Provisions). (Subscriber Agreement) (General Terms).,, (Early Termination Fee; ETF),,.. AT&T AT&T CSS. CSS Customer Service Summary, 7 13. 1, 2 3. (Terms and Conditions) (Maps) (Rebates), /.. Verizon Verizon,, Sprint AT&T

34.. BT (Mobile service terms) BT (Residential Standard Terms) TV,,. 2 1.,,.,,,,,,. 2..

35.,. 3., CS,. ( : ),,. 4. 2009 12 24.

36,, (), ( ). 5,. 10 20, 19.5%, 13.8%, 7.5%.,..

ARS

1 39 1 1,,.,,, ARS(). ARS,,., ARS. ARS ARS. ARS, ARS ARS. ARS,.

40 2 ARS 1. ARS ARS(Automatic Response System: ) 1),.,. 2) ARS,,,,,. IVR(Interactive Voice Response: ). IVR (touch-tone). 3) ARS, IVR. 2. ARS (, A/S ) ARS 1) ARS Automatic Response Service Automatic Response System, Automatic Response System. ARS,,, (KS). 2) http://www.callcenter.or.kr 3) (2007).

1 41,.., ARS. ARS., ARS.,. ARS,. 4). KISDI (2009. 4), 700. 2,000 500, 200 4) 81% ARS(IVR), 19%., 92%, / 65%.

42. 1 2,000. ARS, ARS ARS.. ARS.,. 3. ARS ARS,, ARS,. ARS,,. 5). ARS ARS. ARS ARS 5) (2008), 262.

1 43 ARS. ( ) ARS 3.,,,,,,,., ARS ARS( : 060 ). ( ) ARS.,.. ARS ARS ARS ARS,,. ARS ARS ARS. () ARS, ARS, ARS ARS. 4. ARS ARS 4., ARS., ARS

44,,,..,,,,., ARS. 5. ARS ARS.,. (PSTN) ARS (IP) ARS.. ARS,, ARS,,. : : : ARS

1 45.,,. 1 1 ARS ( 1377) :. ARS + CTI(Computer Telephony Integration) PC CTI ARS. CTI(Computer Telephony Integration, ) (), CTI ARS. ARS,

46,, Call- back. :, : Callback:, ARS., CTI CTI.. CTI PC. 6) CTI POP-UP, Interaction, Call Back Dialing.,.. IPCC(Internet Protocol Contact Center) IPCC.,,, 6) (2005a).

1 47,., PBX PBX IPCC IP. IP Call Center, Call Center. All-IP IP-Enabled PBX, VoIP Gateway IP telephony,,,. Packet IP, IP. 7). ARS/ ARS ARS. 8) ARS, ARS.,, ARS. 7) (2008). 8) (2005b, c).

48 1 2 ARS ARS : (2005)

2 ARS 49 2 1 ARS ARS 1.,, on-off. 9) (Inbound Call-center; ) (Outbound Call-center; ),,,,,,,,,,,,. 2. ARS,,,, e-mail, ARS. ARS, ARS. ARS 9) (2004).

50. 3. (ARS) 1,000 10, 50.,,,,. 2 1 ( ) ( ) (%) 1,000 10 0.5 100 300 15 50 700 35 50 1,000 50 2,000 100 : (2006 ) 4. (ARS) 890,.., (),,,,,,,,,.

2 ARS 51,. 2 2 ( ) ( ) ( ) ( ) ( ) ( ) ( ) 1588-1300 1588-0060 1544-8080 1588-8577 1588-9090 1588-0800 One Call, One Stop / (KIPRIS ) / / 100 40 / 111 (G2B) 30 27 70 41

52 ( ) ( ) ( ) 1355 1588-7788 1566-3333 : (2004),, One-Stop One-Stop / 408 30 4 6 2, ARS.,. 1. 1YY 1YYY,

2 ARS 53 ( 11 1 ). 2.,. (112), (119), (114), (1388), (1377), (1301),.,,. 3.,.,. 4., 23, 26.

54,. ( ).. 2 3 10Y 3 11Y, 12Y 3,, 13YY 4,, 14YY 4 () 15YY 4 16YY 4 () 17Y 19Y 17YY 19YY : 111 3 4 5.. 2 4 (, ) ( )

2 ARS 55 : ( ) 2 5 (13YY, 07. 1 ) 0 1 2 3 4 5 6 7 8 9 130 133 ( ) 135 136 137 138 139 : 8

56 3 1. +. 10) (15YY-1234, 16YY-1234),,,. 2 1 : 10) 11 5.

2 ARS 57 2. (Single Number Service),. 080, 8. 3., KT 1998 1588, KT, SK, LG 2 6 KT LG SK SK 1588 1577 1544 1644 1566 1600 1599 1688 1998. 9 2001. 12 2000. 2 2004. 6 2000. 1 2005. 1 2005. 1 2002. 1 ( 47,036) 8,200 4,353 8,206 4,266 7,173 6,133 1,500 7,205 : (2008 ) 2 7 ( :, : ) KT LG SK SK 2006 10,895 54,245 9,169 400 1,922 2007 12,118 69,206 13,098 854 3,743 2008 13,140 61,038 15,423 1,186 5,888 2006 98,094 11,000 18,600 2,686 9,151 2007 99,141 13,633 22,530 9,028 12,770 2008 79,259 14,766 20,836 17,919 19,529 : (2008 10 )

58,, SK 5 8 47,000. 4. 080, 15YY, 16YY ARS,. 15YY, 16YY,. 2 8 080 080 KT, LG, SK, SK, 15XX-1234, 16XX-1234 080-XYZ-1234 / ( :, ) : : 5. ARS, ARS.,. 2003 12

2 ARS 59 24 ( ),, 363() 1 4,... 2 9 15XX, 16XX LG KT SK 39 /180 () 39 /258 () 14.50 /10 () 14.50 /10 () 13.67 /10 () 13.69 /10 () 12.87 /10 () 12.90 /10 () : consumernews(2008. 7. 24) 2 10 LG 1544/ 1644 /1: 39 /3 2: 14.1 / 10 : 18,000 / 10 10 : 13,000 / 070 : 65 /3

60 1544/ 1644 1544/ 1644 070 1636 : 39 /3 070 : 39 /3 : 39 /3 070 : 39 /3 10 : 18,000 / 10 : 13,000 / : 2 ( : 080 ) 070: 070 120: 38,000 120 299: 35,000 300 499: 32,000 500 999: 30,000 1,000 1,999: 26,000 2,000 2,999: 23,000 3,000: 20,000 : 65 /3 : 10,000 070 070 070 : 39 /3 : 39 /3 1544/1644 : 10,000 070 : 10,000 / : 1544/1644 100,000 / : 10,000 / LG 070, LG 070

2 ARS 61 2 11 SK (1) ( ) : 39 /180, : 39 /258 1 39 /180 39 /258 2 13.9 /10 12.5 /10 9.7 /10 65 /3 ML( ) : ( ) (2) 39 /3 40/, 39 /3 ( ) 39 /3 45 /3 ML( ) (3) 50 40 501 700 27 51 100 38 701 1000 26 101 150 35 1001 1500 25 151 200 32 1501 2000 24 201 300 30 2001 2500 23 301 500 28 2501 3000 22 3001 20

62 3 ARS 1 ARS 1.. KISDI ARS, ARS.,,, 1, 2,. ARS, 4 1,200. 1, 2 ( 2198) ( 1704) ( 21 21, 35 35), ARS. ARS,. 2, 187 ARS 3

3 ARS 63. 3 1 ARS 1 2 3 4 5 6 4 3 40 1,144 13 1,200 4 3 3 9 58 70 1 3 4 25 110 139 2 2 16 16 32 2 3 11 10 2 23 2 2 7 5 12 2 2 4 4 8 2 2 6 6 12 2 4 5 19 8 3 34 1 2 4 3 7 2 2 7 7 14 2 : KISDI (2009. 4.)., / ARS, ARS. KISDI ARS, ARS (2008 ARS 23,425,610, 16,849,793 ), 8.98. 2008 ARS 8,000, 470 1,

64 20. 2007 6 1 ARS,. 40,. 2008, 2008 295, 27, ARS. 2007 2008 ARS, ARS. 3 2 / ARS 1 2 3 4 5 6 3 3 2 3 8 1 5 4 3 2 2 1 12 1 11 8 8 8 6 6 9 45 3 3 12 12 25 2 2 3 3 6 2 2 3 8 11 1 3 5 12 11 28 1 2 6 2 8 1 : KISDI (2009. 4.) 1 ( ) 2007. 6. 1.,,

3 ARS 65 2.. / ARS. ARS. ARS., ARS. 3 3 / ARS 1 2 3 4 5 6 6 11 42 67 81 44 6 251 1 7 8 31 77 101 106 66 389 1 5 9 39 45 26 2 121 4 4 6 28 40 3 77 3 5 7 30 31 8 1 77 2 2 5 17 22 1 3 2 12 12 26 3 5 8 46 53 13 8 1 Good 1 7 7 1 5 10 30 68 157 58 310 1 ARS : / ARS,, : KISDI (2009. 4.)

66 3 1 ARS : (http://www.samsungfn.com/) / ARS

3 ARS 67. ARS, ARS. (VoIP). 3 4 ARS 1 2 3 4 5 6 5 2 5 4 4 2 3 2 3 1 4 2 2 2 1 3 2 3 5 13 11 29 1 3 2 4 8 22 4 2 3 3 2 2 4 4 2 : KISDI (2009. 4.) VoIP., ARS 3 5, ARS 1 2 3 4 5 6 2 5 21 26 1 2 4 6 10 2 3 4 6 2 12 1 1 2 2 2 5 5 10 2 17 1 : KISDI (2009. 4.)

68. ARS (26 ). 1020 ARS.., / ARS.,, ARS,. 3 6, ARS 1 2 3 4 5 6 CGV 6 8 46 9 328 3,280 * * 5 9 47 74 86 16 * * 3 4 7 37 54 23 121 1 1 3 2 9 4 15 2 : * : KISDI (2009. 4.) ARS,

3 ARS 69 3.., (SO; System Operator) ARS., (SO) ARS, (MSO; Multi System Operator) (SO) ARS. MSO, 1,500, 2008 2,257, 4,393, 60. MSO CMB SO, 2009 3 IPCC MSO (,,,, 5 ) 3 7 ARS 1 2 3 4 5 6 6 6 13 26 29 9 4 87 2 4 4 14 14 8 40 3 HCN 2 3 3 6 2 CJ 6 4 8 5 12 11 1 41 3 2 6 6 12 2 EBS 2 6 6 12 2 : KISDI (2009. 4.)

70. HCN,,,,,, 7, 2540.. ARS. 2009 4, 3 (KTF, SKT, LGT) ARS 3 8 ARS 1 2 3 4 5 6 KT 4 4 8 10 5 27 2 KTF 7 7 26 38 68 76 47 262 1 SK 3 5 22 47 74 1 LG 7 6 22 67 136 117 106 454 1 LG 5 7 31 24 9 2 73 2 3 6 5 6 17 2 4 2 5 5 4 16 4 : KISDI (2009. 4.)

3 ARS 71 ARS, 114 ARS., 1588 ARS,.. KT 1,500, 2.5 ARS. 4,828, 20. KT ARS. KTF ARS ( 2 ), 2007 27.6 2008 7.4. SK ARS. LG 4.9, LG 25. 2 ARS 1. ARS. ARS KISDI (2009. 3 ), 3 ARS (75.0%) > (58.6%) > / (28.5%) > / (25.4%), 10%. / 40 (38.5%), 10 (67.6%), 20 (65.4%), 30 (66.9%), 40 (75.8).

72 50 (84.4%), 30 (16.3%). 3 2 3 ARS : KISDI (2009. 3.). ARS 7 3 3 ARS : KISDI (2009. 3.)

3 ARS 73, 1 > 2... ARS 1 ARS 1 1 3,,, / 1 3 40%. / 31 60. 3 4 ARS 1 : KISDI (2009. 3.). ARS ARS 1 3,. ARS 3.6%, ARS.

74 3 5 : KISDI (2009. 3.). ARS ARS ARS 47.5%,. 3 6 ARS (: %) : KISDI (2009. 3.) (61.1%)

3 ARS 75, /(37.5%). 3 7 ARS : KISDI (2009. 3.) 2. ARS. 3 8 : KISDI (2009. 3.)

76 ARS 2.8,. 2.99, (2.90 ) > (2.86 ) > / (2.84 ).. (3.3 ) >, (2.8 ) >, (2.7 ). 3 9 : KISDI (2009. 3.),,,, /,,.

3 ARS 77 3 10 : KISDI (2009. 3.) 3. ARS. ARS vs. 10 9 ARS (89.6%), 3 11 ARS : KISDI (2009. 3.)

78 76.5% ARS.. ARS vs., ARS ARS ARS (51.5%),. 3 12 ARS vs (: %) : KISDI (2009. 3.), ARS ARS 23.5% 27.1%, ARS ARS. 3 9 ARS ARS 76.5% 23.5% : KISDI (2009. 3.) 72.8% ( : 51.5% : 21.3%) 27.1% ARS 3.6%

3 ARS 79 4. ARS ARS (PSTN) (9 13 /60 ) 37.2%, (77 87 /60 ) 83.0%, ARS. 3 13 ARS (: %) : KISDI (2009. 3.) 5. ARS. 11) ARS 3 (45.3%), 3.9. 11).

80 3 14 (: %) : KISDI (2009. 3.) 3 15 (: %) : KISDI (2009. 3.)

3 ARS 81. ARS ( ) 66.4%,,, /. 3 16 ARS (: %) : KISDI (2009. 3.). ARS, ARS 24 (39.5%) (24.6%), (34.3%) (33.5%). 24, 50 60.

82 3 17 ARS : KISDI (2009. 3.). ARS ARS 1 (36.4%), (27.9%).

3 ARS 83 3 18 ARS : KISDI (2009. 3.) 3 ARS 1.. KISDI (2009. 4), ARS 3, ARS. 40, 20 30 ARS ARS.. ARS 3 4, 4. CGV 5, 6

84, ARS. 4 3 457, CGV 5 5 3,280.., 1, 2.., ARS. ARS 1, 2,. 2..., ( ). 12) ARS. 12) (2008), 6.

3 ARS 85. KISDI, 10 9 ARS (89.6%), 76.5%. ARS, (96.4%), 1 3. 5.. 13) (37, ) 2008 12 24 ( 1350). ARS 1 1 13,...,. ARS,.,,,,. 13) (2008b).

86. ARS K ARS, 1, 2 /, 3, 1 4.. A 1 /, 2 //, 37. 14). ARS 3 4,.,,,.. 15) 14) (2008), 6. 15) (2008), 6.

3 ARS 87 3. (inter-action). ARS., ARS ( )... ARS.. ARS.,, ARS, ARS,,..,

88 13,.. 4.. ARS (52.5%) ARS, (61.1%), / 37.5%. / ARS,.. ARS ARS, 37.2%, 83.0%, ARS.. 16) (39, ). 5.,. (29. ) 16) (2008).

3 ARS 89,.. ARS., 3,000. 15XX.. ARS 080, 15XX, 16XX,.. ARS 15XX, 16XX.,. 5. (38, ) I TV, 114 I. 15XX-YYYY,. 17) 17) (2008a).

90 4 1 1. ARS ( ).,,.,,, ARS. 2. ARS ARS.,, ARS ARS. ARS. ARS ARS.

4 91 3. ARS ARS.,,,. ARS CTI, CTI,,,,.,,,. ARS. 2 1. ARS. www.phone.korea.go.kr.,,,,,., ARS.

92 4 1 4 2

4 93, ( ) (isuperpage.co.kr). 4 3. ARS ARS.,...

94 ARS.. ARS ( ) ARS, ARS,. ARS, ARS. ARS.. ARS ARS ARS, ARS. 2. ARS. 3 4 ARS.,.

4 95. ARS. ARS. ARS.. ARS.. ARS,.. ARS 18),,, #, *, ARS. 0, 0., ARS, 18) ( )KTF 7, (*), (#) ARS,.

96.., ARS, ARS. 1 2, 2 3, 3 1, 1 2 3 231.. Call Back (SMS ) Call Back ARS,, SMS,., ARS, ARS,..,. ARS

4 97. 3.. KISDI, 10 9 ARS (89.6%), 76.5% ARS. ARS 1 3, 5,.. 2001 ARS 7 8 16 3 2008 1 ARS. 19)20) ARS. ARS, 19) 2008. 1. 9.. ARS. 20) 2008. 10. 2.. 2008 10 ARS,,, 3 ( ), (), (), () 4 10 1.

98. 4. ARS. ARS ARS 080. trade-off. ARS ARS.. ARS 15XX, 16XX. ARS (61.1%), / 37.5%. ARS.. (PSTN) ARS.

4 99 5.. ARS. ARS,. 4 4 : KTF. ARS 21) ARS. ARS. 21) (2005), ( )KTF,,,.

100 ARS,, ARS.. ARS ARS.,,, ARS. 3 1.. 36,.. 1YY 1YYY,. +

4 101.... ARS, 9 30., ARS, ARS ARS.. 21 ( ) 191 9 30. 1. 8 (014XY):, 2. 8 :, 3. 8, 9 11 : 4. 21 ( ) 191 9 30. 1. 2. 3. 8, 9 : 4. 11 :,, ARS, ARS ARS

102 2. ARS.,, ( 221, 371, 461 )..,,,,,,,,,.. ARS ARS TREE( ) ARS 371. ARS.

4 103. 22 ( ) 37 ( ) 19 ( ). 1,. 2.. 10.. 2006.10.4..,,.. 1 2. 221 2. 2008. 2. 29

104 22 ( ) 23 ( ) 46 ( ) 47 ( ) 222 1 ( ). 1. 22 224. 1,,.. 37. 1., 2.,, 3., 4., 5. 1,. 2008. 2. 29 373,,. 2008. 2. 29.

4 105. 1) 37 ( ),,.. 1 2. 37 ( ),,.. 1 2. 2) 19 ( ) 221 2. 2008. 2. 29 22 ( ) 222 1 ( ). 19 ( ) 221 2. 2008. 2. 29 22 ( ) 222 1 ( ).

106 1. 23 ( ) 22 224. 1,,.. 46 ( ) 37. 1., 2.,, 3., 4., 5. 6. 1. 23 ( ) 22 224. 1,,.. 46 ( ) 37. 1. 2. 3. 4. 5. 6. ARS

4 107 3. KS ARS. (KS) (KS: Korean Industrial Standards) KS. (A) (X) 21,,.. KS KS (KS) KS KS( ). KS.. KS S 1006-1( ),,,,,,.. (KS S 1006-1) ARS 6.2 a)

108 7.3 7.3.1 9.2 : (2009) 24 365, 3, 20 80% (ARS) 5% 70%. KS 2006 2 (KS), 22) 2008 6 KS. 23) 9.. KS (KS) 24. KS KS( ). : 24 ( ).. ARS (KS S 1006-1) ARS 22) (2006). 23) (2008).

4 109, #, 0, *.,,. 3 3. 20. 3 4.,.. ARS.. 30... ARS (KS S 1006-1) 6.2 a)..... ( *, #, 0 ).

110 7.3 7.3.1 9.2 24 365,. 3.,...,. 20 80% ( ). (ARS) 5%. 70%. 20. 3 4.,... 30.,, ARS. 4. ARS. ( ) 2009 11 25 ARS

4 111. ARS ( 2,000 ), 4 7 ARS, ARS,. ( ) ARS () (), ARS ( ),.. 24) ) ARS, ) ARS, ) ARS, ) ARS., ARS. 24) (2009a).

1 115 1 1........

116 2,.,..

2 117 2 1 1.., 25),,,,,. (contrat d'adhésion), (allgemeine Geschäftsbedingungen), (standard form contract)..?, ( ).,, ( )., ( ). 25) 21.

118 2.. 26).. (), ( )..,....,,, ( 1983. 83893; 1988. 4. 12. 88 2). 26) (1997), 797 ; (1992) 66.

2 119,, ( 1986. 11. 26. 842543).. 1986 ( 31, 2 ), ( 33 ), ( 4 ), ( 6 14 ).,. 2 1..,,,

120.,,.., ( ) ( ).,.,..

2 121,, ( ) ( 29 )..,,. 27)28). 2.. 1986 12 31 3922 1987 7 1 ( ). ( 1 ).,,. 29) 27) (2002). 28) (1995),, 3.

122,,.,,.,,. 30). ( ).. 31) 29) (2007) 96. 30) (1995) (), (2002).

2 123..,,,.,,,,. 6 14,, (), /,, (),.. 2006 9 27 2007 3 28 /, /, ( 31) (2002).

124 1 ).,,.,,,. 50 ( 681, 56 ).,.,, ( 19 ),, 29 33 ( ) ( 192).

2 125 123.. 1) ( 1 ).. ( ) 29, ( 291 ) 363, 18 (, 2 1 ), 6 ( ) 30 364 2, 37, 15 15.

126 34, 35. 29 ( ) ( ),. KT, SK, KT (2009. 12). 32) 293,,,,,,,,, 55., 2007 1 3 ( ),,,, (, ). 32) 2009. 12. KT ( 90.2%) SK (2G, 3G, 55.5%), KT (47.6%) ( ).

2 127. 2) 1515... 181, 6 14, 6 14.. 6 14. ( 8198, 2007. 1. 3. ) 30 37 ( )

128.. 2007 1 3 ( ). 36 3 1 ( 3715 ).. 3..,. 33) 3 2,.,. 33) (2007), 968,.

2 129. 29 ( ) ( ),. KT, SK (2G, 3G). 3 2, 32.. 32. 32 2 2.,, IPTV

130. 22.,. 4. 2009 5, 2.,,,.. 34) 1),,.,,. 34) 2009 5 19, 4889.

2 131.,. 2) ( 31 )., ( 33 ). 2 1 3 ( ),. ( ).,. ( ) 3 ( ). ( ),. ( ). 35) 1), 35) 2009 5 19, 4875.

132,,,.,,. 2),, ( 32 ),, 2 ( 19 ). 2 2 3 ( ) ( ),.,. ( ) 19 ( ),,. 3 ( ) ( ).. 1. 2. 3. ( ) 19 ( ), 2.

3 133 3 1 1...,. 3 1 : (2007), 2.

134,,,,, 3 1.. KT,, LG,. SK,... KT 2 (),, ( 5 ), ( 6 ). SK 1,, 2,,. LG 1, 2 (/),,, 2. LG,.

3 135 3 1 (2009 9 ) KT (2009. 6. 15.) 1 2 1. 2. 3. 3 1. 2. SK (2008. 11. 1) 1 2 1., 2. 3. 4. / 5. 3 1. 2. 3. LG (2008. 11. 3) 1 / 2 1. /, 2. / 3. / 4. / 5. 4

136 KT (2009. 6. 15.) 3. 4 5 1. 2. / / 3. 6 / 7 1. 2. 3. 4. SK (2008. 11. 1) 4. 2 4 1. 2. 3. LG (2008. 11. 3) 2 3 1. 2. 3.

3 137 KT (2009. 6. 15.) 8 : SK (2008. 11. 1) 5 LG (2008. 11. 3) 2.. 3 2 MSO. ID IP,,, MSO. 3 2 (2009 9 ) KT (2009. 7. 1.) SK (2009. 4. 1.) LG (2009. 3. 23.) () MSO CJ () 1 1 1 1 1

138 KT (2009. 7. 1.) 2 ID IP, 3 KT 4, SK (2009. 4. 1.) 2 3 ID 5 3 4 LG (2009. 3. 23.) 2 ID IP, () MSO 2 3 3 CJ () 2, 4,, 5, 3 4 4 6,

3 139 KT (2009. 7. 1.) SK (2009. 4. 1.), LG (2009. 3. 23.) () MSO 5 6 5 5 6 7 / / : 6 6 CJ () 6

140.,. SKT, KT KTF SKT, KT SKT. LGT. 3 3 () 1 SKT WCDMA (2009. 8.) 2 KT WCDMA (2009. 6.) 1 2 3 3 4 4 5 / 5 / 1 LGT (2009. 9.) 2 3 4 5 /

3 141 ( ) SKT WCDMA (2009. 8.) 7 6 7 8 ] 9 10 11 KT WCDMA (2009. 6.) 6 / 8 9 10 11 12 LGT (2009. 9.) 7 6 8 ] 9 11 12

142 SKT WCDMA (2009. 8.) : KT WCDMA (2009. 6.) ( 5 ) ( 6 ) LGT (2009. 9.) 10. 1),. KT ( 2 ) ( 4 ), (DU),. SK,,, LG,. 3 4 KT (2009. 4.) SK (2009. 4.) LG (2008. 5.) 1 1 1

3 143 () KT (2009. 4.) 2 () 3 4 / /() 6 5 7 SK (2009. 4.) 2 (, ) LG (2008. 5.) 2 3 4 4 6 3 5 5 7

144 KT (2009. 4.) 8 9 (DU ) 10 2, 4 : SK (2009. 4.) 6 // 2 LG (2008. 5.) 8 2). KT KT-Express, SK,. LG,.

3 145 3 5 () KT (2008. 7.) 1 2 3, SK (2009. 4.) 1 2 3, 4 4 5 4 : 4 5 ( ) LG (2008. 1) 1 2 3 4 ( ) /

146.,. KT,.,. 3 6 () KT (2009.4.) 1 2 () 3 SK (2009.4.) 1 2 (, ) LG (2008.5.) 1 2 3 (2009. 9.) 1 / 2 / 3, /

3 147 KT (2009.4.) 4 / /() 6 SK (2009.4.) LG (2008.5.) 4 4 6 5 3 7 8 9 (DU ) 5 6 5 7 8 (2009. 9.) 5 4,, 6 7

148 KT (2009.4.) 10 2, 4 : SK (2009.4.) // 2 LG (2008.5.) (2009. 9.) 2 1..,,, IPTV,,,,,,,.,. SK 20, KT 19,

3 149 KT 11.5, SK 38., LGT 39 220. 3 7 (SK ) 1 2 3 4 5 1P 7P 4P 4P 2P 2P 20P 3 8 (KT ) (CDMA ) 1 2 3 4 5 6 7 8 9 10 11 12 (A4 12 ) 0.5p 2p 1p 3p 1.5p 2.5p 3p 0.5p 1.5p 1.5p 1p 1p 19p

150.. 3 9 KT 1 2 3 4 5 SPAM 6 1p 4p 1.5p 1.5p 2.5p 1p SKB 1 2 3 4 5 6 SPAM 7 1 2 3 1P 2P 5P 2P 1P 4P 2P 1P 18P 1P 1P 11.5p 38P. KT,, 10 /. (www.kt.com) 176 /, ( 08. 2 09. 6 : 2,990 ). SK, 20/ 10 0.02%..

3 151 LGT,.,.. KT, SKT, LGT KT, SK, LG, 3,,,,,,,,,. 3 10 ( ),,,

152 2. 36), 19.5%, 13.8%, 7.5%,. 3 11 30.5% 25.0% 11.2% 11.4% 19.5% 21.6% 18.8% 6.2% 8.6% 13.8% 10.3% 8.6% 5.4% 5.7% 7.5% : (2007), 82. ( 30% ), ( 10% ). 36) (2007), 82.

3 153 3 2 : (2007), 82..,,. 3 3 : (2007), 83.

154 4 1 1.. 1) 37)..,. 37) (2007) 239,.,.

4 155,,. 38) 2).,,,,. 10 20, 38) (2007) 240 EU, EU Ofcom CoP ADR. EU (General Condition) 9,,,,,,, (General Conditions) 9..

156.,,,,, KT/SKT ( 08. 12)., () 8 15 ( ),.,, 39). 3, ( ). 39) 144 / (2/ 60( ) 12).

4 157,.,,,,. 3 ( ),.,. 2 ( ) ( ) 32. 2007. 11. 5 1. 2. 3. 3),.. 1 2

158 ( 1 2 ).,.,...,,... 1) 2007 4,

4 159.,, A4 2. 2007. 4. 1 1,. 4 1 1, (ELD) (ELS), (DLS), (WRAP), CI,,,, : (2007) 2) (mis-selling), 30 40, 4,,.. (FSA) 2004 Key Facts

160,, T/F 1,. 3) (, ),. (), 12pt, (A4 2 ).,,,,. 4 2 ( ),, (ELS),,, : (2007)

4 1 4 161

162 : (2007)

4 163, (),,. 4),.,,. 2.. Sprint 1) Sprint (General Terms and Conditions of Service), (Important Service/Product Specific Terms)., (Terms of Service), (Promotions, Options and Other Provisions).

164 2) (Terms of Service) (Subscriber Agreement) (General Terms). 4 3 Sprint (Terms and Service) Terms and Service Subscriber Agreement General Terms (Subscriber Agreement)., (ETF)... (credit approval). (account) (spending limit). 4.99. (monthly service plan).. (USF,, ),., 36, 25. (billing cycle),.. : Sprint (http://nextelonline.nextel.com/en/legal/legal_terms_privacy_popup.shtml)

4 165,, (Early Termination Fee; ETF),,. 3) (Promotions, Options and Other Provisions) MMS, GPS,,,,.. 4 4 Sprint Promotions, Options and Other Provisions Messaging (text, picture and video): Mobile-to- Mobile GPS Services Total Equipment Protection Sprint to Home Add-a-Phone E-Mail Data.... Sprint,. GPS.. GPS. Continental Casualty Company, a CNA company(cna).. Sprint. 2. 2 1 2 1.,. Sprint. KB.

166 Promotions, Options and Other Provisions Data Web Access Off-network Roaming on Sprint Phones Data Usage Limitation.. KB. (,, ).,.., pay-as-you go.. Sprint. 30 60. (,, ). KB, MB GB.,. ( 5GB, 300MB ) : Sprint (http://nextelonline.nextel.com/en/legal/legal_terms_privacy_popup.shtml). AT&T AT&T CSS. CSS Customer Service Summary,

4 2 AT&T CSS 4 167

168

4 169 : AT&T (http://www.wireless.att.com/answer center/main.jsp?solutionid=kb95506&t=solutiontab)

170 7 13. 1, 2 3. (Terms and Conditions) (Maps) (Rebates), /.. Verizon Verizon,, Sprint AT&T. Verizon. 4 5 Verizon 1. TERM AND ACCEPTANCE OF AGREEMENT 2. DEFINITIONS AND CHANGES TO SERVICE 3. REVISIONS TO THIS AGREEMENT 4. AUTHORIZED USER, ACCOUNT USE, AND RESPONSIBILITIES 5. PRIVACY POLICY 6. AVAILABILITY OF AND CHANGES TO SERVICE (a) (,, ) (b) (Acceptable Use Policy) (c) (,,,, ) Dial-Up Accounts, Broadband Accounts DSL FiOS

4 171 7. SOFTWARE LICENSES AND THIRD PARTY SERVICES 8. PRICING; BILLING: CHANGES TO SERVICE PLANS AND PAYMENT 9. TERMINATION OR SUSPENSION OF SERVICE 10. MANAGEMENT OF YOUR DATA AND COMPUTER 11. LIMITATIONS ON USE OF THE SERVICE 12. WARRANTIES AND LIMITATION OF LIABILITY EULA(end user license agreement) Wi-Fi (Prices and Fees; Billing) Plans with Minimum Terms Pre-paid Service Plans for Additional Services (Money Back Guarantee) (Discontinuation of Service for Nonpayment) (Late Fees) / (Local Telephone, Toll and Long Distance Charges) Limitation on Special Pricing Promotions Refundable Deposit Credit Related Matters URL Verizon advanced web search page( AWS Page ) Verizon 13. INDEMNIFICATION 14. NOTICES 15. GENERAL PROVISIONS 3 : Verizon (https://www.verizon.net/central/vzc.portal?_nfpb=true&_pagelabel=vzc_help_policies&id=tos). BT (Mobile service terms) BT (Residential Standard Terms) TV,,. BT

172. 4 6 BT SMS, MMS SIM 14, SIM,, (usage limit),, SIM,..,, 12 12 (minimum period)

4 173 2 1..,. SKT 200, KT 80.,,,,,,.,. 2...,.

174,.,,,,.,,,. ( 2007.4.27. 2006 87453 ).,,,.,,...,

4 175,.........

176. 3.., CS,. 2009 1 2009 6 CS, 29.9% 16.0%. 2007 66.4%, 17.1% 1, 2. 4 7 09 CS (: ) ( ) 09. 1 09. 2 09. 3 09. 4 09. 5 09. 6 3,415 (29.9%) 585 584 624 621 494 507 1,833 (16.0%) 288 296 310 334 298 307 1,501 (13.1%) 196 235 259 254 286 271 497 (4.3%) 88 67 86 94 92 70 460 (4.0%) 108 90 78 64 68 52 1,277 (11.2%) 215 217 239 251 171 184 11,439 (100.0%) 1,932 1,845 1,993 2,076 1,834 1,759 :,,,

4 177. ( : ). A4 5,..,.,., PC..,,.

178,. 4.. 2009 12 24.,,. 08. 8, 08. 12 SKT KT.., (SKT KT LGT) (KT SKLG ),

4 179.. 40),, (), ( ). 4 8 1. ( ) 1. 2. 2. 3. 3. 4. ( ) 1. 1. 4. ( ) 2. 2. 3. 3. 4. 4. 5. 5. 6. 6. 7. 1. ( ) 1. ( ) 2. ( ) 2. ( ) 3. 40) (2009b).

180 3,,, 3. 4,. [] 322( ) 32 2:,. (),, ( ) : 2 (, 7 1 ) (,, 7 ) 2.,.

4 181 [] ( ) ( ) 3, 15 [ (33,000 ) (15)] [ (15%) (5%)] = 49,500 (Vat ) * : 1 (0%), 12 (5%), 23 (10%). 2010.1.1 2011.1.1 2012.1.1 2013.12.31 2013.3.31 3.1 5.31 (90 ) (90 ) 1 3, 1 90.,,. 2010.1.1 2011.1.1 2012.1.1 2013.12.31 3.1 3.31 (30) 5. 1 5.31 (30) 11.1 11.30 (30) 3.1 4.15 (45) 8.15 9.30 (45) 7.1 9.30 (90)

182 5.,,,. 41)..,,.,,,.,, 41) (2007), 967.

5 183.,,,.,., 10 20 /., 200,, 19.5%, 13.8%, 7.5%..

184,..

185 (2009),,, 2009. 3. (2002),,, 2002. (2007),,, 2007. 3. 22. (1995),, 7,, 1995. 2. (2006),, 18,, 2006. 2. (2007), (ARS-PG), 2007 4,, 2007. (1997), 4,, 1997. 9. 5. (1999),,, 1999. 7. 10. (2006),,, 2006. 2. (2008),... ARS, 2008. 8. 15. (2008), ARS, 78, 2008. 8. (2009), ARS,, 2009. 1. 6. (2009a), ARS,.,, 2009. 11. 25. (2009b),,,

186, 2009. 12. 24. (2006),,, 2006. 11. 23 (2008), :,, 2008. 2. (2007), IVR, 11,, 2007. 3. 2. (2007),, 8 4,, 2007. 11. (1986),, 27 11,, 1986. 11. (1992),., 1992. 7. 25. (1993),,, 1993. 8. 30. (2005), : ARS,, 2005. 10. 4. (1995),, 1995 12( 466 ),, 1995. 12. (2007a),, 10,, 2007. 1. 15. (2007b),,, 14,, 2007. 12. 5. (2008), IPCC, 16,, 2008. 6. 30. (2008a), ARS,, 2008. 1. 25. (2008b),,, 2008. 12. 25. (2007), CTI, 10,

187, 2007. 1. 15. (2007), I, 07-71(1),, 2007.12. (2007),, 48 157 ( ),, 2007. 8. (2008), KS,, 2008. 6. 5. (2005a), CTI, / (www.callcenter.or.kr), 2005. 4. 1. (2005b),, / (www.callcenter.or.kr), 2005. 6. 24. (2005c),, www. callcenter.or.kr, /, 2005. 9. 9. (2005),, 2005 8( 582 ),, 2005. 8. (KS S 1006-1) (2004),,, 2004. 7. LG CNS(2006), BPR/ISP,, 2006. 6. 27.

188 1 ( 2008-63 ) 2008-63 36. 2008 5 19 11 () 1YY 1YYY,. 10Y 3 11Y, 12Y 3,, 13YY 4,, 14YY 4 () 15YY 4 16YY 4 17Y 19Y 17YY 19YY 3 4 1 10Y

189.,. 1 11Y, 12Y, 13YY. 1. 1 +. 1 11Y, 12Y, 13YY. 1. 2. 3. 11Y, 12Y, 13YY 6., 61. 20 ( ) 191 2 2. 1 3

190. 1. 2. 3. 21 ( ) 191 9 30. 3. 8, 9 11 : 2 ( 20 23 ) 11 1. (, ) 2. 3. ( ) 4. 3 ( 20 ) 11 1.. 10Y. 11Y, 12Y, ( 144 ) 1

191 11. 13YY ( 144 ) 1. 16Y 16YY 2.,.

192 2 () : 11Y, 12Y, 13Y, 13YY(2009. 1 ) 110 06.10.12 1398 02. 1.18 111 02. 3.28 188 1385 04. 2. 6 112 113 117 04. 9. 7 182 1379 06. 4.25 8 122 06.12.29 127 1301 00. 9. 2 110 (09.7 ) 118 00. 3.14 1335 05. 5.27 1336 00. 3. 4 1377 07. 4. 6 1300 97. 9.12 119 124 01.12.31 119 08.12 120 1365 98. 6.26 1382 98.11.26 1345 08. 2.14 1333 97. 9.12

193 121 123 125 128 1330 99. 8. 5 ( ) 129 05. 6. 4 1339 98. 6.26 1355 98. 8.17 1388 97.10.10 1399 98. 5. 6 1366 97.12. 5 24 1350 04. 6.11 131 132 1331 01.11.21 1369 99. 5. 2 1332 02. 5.11 1337 06. 4. 7 1357 05.12.21

194 3 ARS KTF ARS ARS ARS ARS ARS ARS ARS TREE ARS TREE ARS ARS 4 ARS 7 (*), (#) ARS, ARS TREE ARS TREE ARS

195 ARS SMS,,, Quick,,,, 5 ARS,,, VOC, ARS VOC (Feedback)

196 4 ARS 1.. ARS 1 2 1 1577-3500 2 3 9 1: 4 2: 3 ARS 0 1 1 2 3 4 / 1 * # 2 2 1 2 3 / 0 1 0 1 0 1

197 2 1 2 3 4 2 3 4 5 6 4 5 0 1 0 1 0 1 0 1 0 1 0 1 3 1 2 3 4 5 6 0 1 0 1 0 1 0 1 0 1 0 1 4 1 2 3 4 5 0 1 0 1 0 1 0 1 0 1

198 ARS 1 2 1 FTA 1577-8577 2 3 4 5, 6, 1 2 7,, 1, 2, 3 1: 7 2: 5 ARS 1 2 3 1 1588-0060 2 3 4 5 6 7,, 8,,,,, 9,, 0 * * 1: 11 2: 10 3: 2

199 [] ARS 1 2 1588-3249 3 1 2 ARS 1 2 3 1 1 1 033-259-9000 2, 3, 4 7 * # 2 1 2 1 3 2 4 3 5 4 6 7 8, 9, 10 * #

200 1 2 3 3 1 2, 3, 4,, 5 6 1 7 2 8 3 9 1 10 2 11 12 * # 4 1 2 1 3 2 4 3 5 6 7 8 * # 5 1 2 3 4 1 5 2 6 * #

201 1 2 3 6 1 2 3 4 5 6 7 * # 7 1, 2 2, 3 3, 5 6 7 305 * # 8 1, 2 3 4 * # 9 * # 2 * # 0 * 1: 3 2: 9 3: 58

202 ARS 1 2 12 1301 13 14 15 16 17 19 20 21 22 31 33 34 35 95 0 # 1: 16 2: 16., ARS 1 2 3 1 A/S 031-738-3114 2 * # 0 0 1: 3 2: 2 3: 3

203 ARS 1 2 3 1 031-420-3114 2 3 * 1 2 3 4 5 6, 7 8 9 0 * # 1: 3 2: 12 3: 12

204 ARS

205 ARS ARS

206 ARS

207 ARS 2.. / ARS 1 2 3 4 0 1588-4000 1 * #, ARS (),, 2 * 1 2 3

208 1 2 3 4 3 4 #23 * * #30 * #41 * #60 SMS * #63 #88 * #89 BC #90 0 * 5 1 * 2 SMS * 3 * 0 * 1: 6 2: 28 3: 40 4: 3 ARS 0 1 2 3 4 5 1 2 3 13 + # 1 + #

209 1 2 3 4 5 2 1 13 2 13 16 3 1 16 2 1 2 10 + # * 10 + # * 10 + # 10 + # 4 1 + # 2 1 2 5 + # + # () 9 6 7 8 1 + # 2 1 2 16 3 13 4 * # 100 + # 110 + # 111 + # 16 4 4 4

210 1 2 3 4 5 8 112 + # + 113 114 + # 4 4 120 13 16 170 171 210 13 * 1: 9 2: 39 3: 45 4: 26 5: 2 ARS

211. ARS 1 2 3 1 080-770-0070 2 1 TV,, DVD () # 2,, () # 3,, ()

212 3 1 2 3 AS 4 0 * # 4, () 0 # 1 + # 2 A/S + # 0 1 + # 2 3 0 1: 5 2: 13 3: 11 ARS 1 2 3 4 5 1,, 1 1588-4249 1 2 2,, 1 * 3 4 # 9 2, * # 9

213 1 2 3 4 5 2 1 * #,, 2,, 3 4 1: 2 2: 5 3: 4 4: 4 5: 2 ARS 1 2 3 ( ) 1588-0184 *, # 1 1,,, 2 # 2 1,,, 2 # 1: 2 2: 4 3

214.,, ARS 1 2 3 1 1 1599-3114 2,, 3, # * 2 1 2, # 3 * 3 4 1 * # 2 * # 3 * # 4 * # * # 0 * 1: 5 2: 10 3: 2

215 ARS 1 2 1577-5205 1 1 2 3 4 5 6 7 8 # * 2 1 2 3 4 5 6 7 8 9 # * 3 1 2 3 4 # * 4 0 * # 1: 7 2: 21

216., CGV ARS CGV 1 2 3 4 5 6 1544-1122 1 1,, 1 1 2 3 # 2 0 * 2,,, # 3 4,,,,,,,, 3 1 2 5 3 6 # 7 4 0 # * 2 1,, # 2,, 5 0 3 * 4,, # 5,, 6 0 6 * # # 3 1 7 0 2 * 3 # 4 8 0 5 * # # 4 1 * 2 #

217 1 2 3 4 5 6 3 4 # 5 1 1 2,, 3,, 4,,,, # 6 1 2 3 4 5 6 # 7 1 2 # 8 1 # 2 3 4 5 1: 8 2: 46 3: 9 4: 41 5: 10 6: 1

218 ARS, 1 1544-1900 1 2 3 4 2, * * # 1 2, 3 4, 5 6 7 0 * # 3 11 1 # * 2 # * 3 # * 4 # 5 * # 12 * # * 13 1 # * 2 # *

219 1 2 3 4 3 # * 4 # * 5 * # 14 * # 15 1 # * 2 # * 3 # * 4 # * 5 * # 16 * # 17 * # 18 1 # * 2 # * 3 # * 4 # * 5

220 1 2 3 4 * # 19 * # 20 1 # * 2 # * 3 # * 4 # * 5 * # 21 1 # * 2 # * 3 # * 4 # * 5 * # 22 * # 23 * # 24 * # 25

221 4 5 1 2 3 4, * # 1 2 3 * # 1, 1 1 0 # 2 1 3 4 * # 0 # 1 0 # 1 0 # 2 1 1 0 # 2 1 * 0 #

222 1 2 3 4 # 3 1 1 4 2 * #, * * # 5 1 0 # * * # 1 0 # 2 1 0 # 3 1 0 # 4 1 5 6 0 # 1 0 # 1

223 1 2 3 4 * # 0 # 6 1 1 2 0 # 1 0 # 3 1 4 ID, * # 0 # 1 0 # 7 1 1 0 # 2 1 0 # 3 1 4 0 # 1 0 #

224 6 1 2 3 4 0 0 * # # * # 1: 7 2: 37 3: 54 4: 23 3.. ARS T 070-8177-0007 1 2 3 4 5 6 1 2 + # 3 + # 4 + # 1 YES 1 2 No 2 3 1 YES 1 2 No 2 3 1 YES 1 2 No 2 3

225 1 2 3 4 5 6 5 6 ARS + # 1 2 3 4 5 AS 1 YES 1 2 No 2 1 2 * # 1 2 * # 1 2 TV * # 1 2 3 1 2 TV 3 * # 1, 3 2, * 3, # 4 1 5 * # :

226 1 2 3 4 5 6 5 AS 6 7 8 1 2 TV * # 1 2 3 * # 2 1 2 3 0 * # : 2 1 1 2 2 3, 4, 3 0 5 * * # # 1 1 3 2 2

227 1 2 3 4 5 6 * 0 3, 3 * 4, 0 # 5 * * # # 1: 6 2: 13 3: 26 4: 29 5: 9 6: 4 ARS 1 2 033-747-6700 1 2 TV 3 4 5 0 # 1: 6 2: 6 ARS 1 2 3 4 1644-2100 1 1 2 AS 3 4 2 1 2 AS 3 4

228 1 2 3 4 3 1 4 2 1 + # 2 + # 3 + # 4 + # 1 YES 2 NO 1 YES 2 NO 1 YES 2 NO 1 YES 2 NO 1: 4 2: 14 3: 14 4: 8. KT ARS

229 SK ARS 1. 요금및납부 관련문의 2. 장애및고장 관련문의 3. 가입신청및상품관련, 개통일정, 각종변경문의 4. 해약관련문의 주번인증 ( 종료가능 ) 5. 전화번호문의 및특정전화번호 차단신청 6. SK 브로드밴드와 SKT 결합상품 문의 LG ARS

230 ARS

231 ARS ( 09) ARS ARS ARS ARS KS S 1006-1, ARS ARS ARS, ARS ARS ARS., ARS ARS ARS, ARS ARS (KS) ARS. 1 ARS 1. ARS 2. ARS 3. 2 ARS 1. ARS 2. ARS 3 ARS 1. ARS 2. ARS KS

232 ARS ARS,, ( ). ARS,, IVR, CTI, IPCC. 1. ARS 2. ARS 3. 1. ARS (1) ARS? ARS Automatic Response System.,.,,,,,.

233 (2) IVR ARS? IVR(Interactive Voice Response: ) (touch-tone),. ARS, IVR. (3) ARS? ARS ( A/S ) ARS ARS. (4) ARS? ARS,. ARS ARS, ARS, ARS.

234 ARS ARS ARS,,, ARS ARS, ARS. (5) ARS? ARS,,,., ARS, ARS,,,.,,,,. ARS. (6) ARS? ARS.

235,, (PSTN) ARS (IP) ARS. (7) ARS CTI? ARS,, ARS,,.,. CTI PC. CTI POP-UP, Interaction, Call Back Dialing,, (60,000,000100,000,000 ) 30. (8) IPCC(Internet Protocal Contact Center)? IPCC,

236,,,,, Call Center IP, Call Center. (9) ARS? ARS. ARS. ARS, ARS.

237 (10) ARS ARS.? ARS ARS ARS,,, ARS.

238 2. ARS (1)?,, on-off. (Inbound Callcenter) (Outbound Callcenter),,,,,. (Call Center) (CTI),, /,, One-Stop, One-Call,,,.

239 (2) ARS. ARS? ARS?,,,, e-mail ARS, ARS ARS, ARS. 2008 ARS. ARS. (3)? (ARS), 1,000 10 50. 1 ( ) ( ) (%) 1,000 10 0.5 100 300 15 50 700 35 50 1,000 50 2,000 100 : (2006 )

240,,,. 3. (1) 112, 119, 120 3 4. 3 4? 1YY 1YYY, ( 111 ). (2)?.., KT,.

241 (3) 15XX-1234.? +. (15XX-1234, 16YY-1234),,. (4)? 15XX-1234, 16XX-5678 8.. (5) ARS? ARS?? 080, 15XX, 16XX,

242. 15XX, 16XX. (6) ARS? 080 15XX, 16YY. ARS. ARS ARS. ARS. 2 ( :, : ) KT LG SK SK 2006 10,895 54,245 9,169 400 1,922 2007 12,118 69,206 13,098 854 3,743 2008 13,140 61,038 15,423 1,186 5,888 2006 98,094 11,000 18,600 2,686 9,151 2007 99,141 13,633 22,530 9,028 12,770 2008 79,259 14,766 20,836 17,919 19,529 2008 10

243 (7),,.?,,,,, 3.,, 080.. (8) 15XX, 16XX.? 1. 080 KT, LG, SK, SK, 15XX-1234, 16XX-1234 080-XYZ-1234 / ( :, )

244 ARS ARS,, ( ). ARS,,, ARS. 1. ARS 2. ARS 1. ARS (1) ARS. ARS? 2009 3 ARS ARS 2.8, 2.99, (2.90 ) (2.86 ) / (2.84 ). ARS (3.3 ), (2.8 ), (2.7 ).

245 (2) ARS ARS? 2009 3 ARS 10 9 ARS (89.6%), 76.5% ARS. ARS (51.5%).

246 (3) ARS.? 2009 3 ARS ARS (96.4%), ARS 1 3. 5. ARS 3 4.

247. (4) ARS. ARS. ARS? ARS 2009 3 ARS ARS (61.1%), / 37.5%. (5) ARS ARS? 2009 3 ARS ARS, 37.2%, 83.0%, ARS.

248 2. ARS (1) ARS? ARS,, ARS,, ARS. (2) ARS.? ARS. ARS. ARS

249 ARS. ARS., KS S1006-1 3 KS 3. (3) ARS? ARS 3,. 20 30, ARS ARS. (4) ARS ARS. ARS ARS?

250 ARS ARS ARS. ARS ARS (ARS TREE),. ARS ARS ARS KS ARS ARS. (5) ARS.? ARS ARS., ARS.,,

251.,. (6) ARS. ARS? ARS ARS. ARS. (7) ARS 7 KS S 1006 1 ARS. KS KS. KS S 1006-1 ARS 3 *, #, 7.,.

252 (8) ARS. ARS. Call Back SMS Call Back SMS. KS. (9) ARS ARS.? ARS Call Back. CID ARS.

253 (10) Call Back (CID)? (callback). (caller identification presentation supplementary service).,. (11) SMS? (short message service),,.,,, /,.

254. (12) ARS? ARS 15XX, 16XX.,.

255 ARS ARS,, ( ). ARS ARS. ARS ARS ARS ARS. 1. ARS 2. ARS KS 1. ARS (1)?,,.( 221, 371, 461 ) (2)?

256.,,,,, (3) ARS? ARS ARS 371. 46 1 ARS. (4)?

257 ( 221, 371, 461 ). (5), ARS?,.. ARS. ARS. (6) ARS,,? ARS. ARS

258. 461. 2. ARS KS (1) KS KS? (KS: Korean Industrial Standards) KS, (A) (X) 21,,. KS (KS), KS. (2) KS? KS? KS

259 KS., KS KS KS( ).. 24 ( ). (3) 24 (KS)?? 24 (KS) (KS). (4) KS? KS, 2006 2 (KS) 2008 6 KS.

260 9. KS S 1006-1,,,,,,. (5) KS? KS KS ( ) KS.

261 (6) ARS KS? (KS) KS( ) KS.

262 (7) ARS KS S 1006-1?? KS S 1006-1 ARS KS. ARS KS S 1006-1.

Michigan State University UC Berkeley 33 2009 12 2009 12 1-1 TEL: 570-4114 FAX: 579-4695 6 ISBN 978-89-8242-657-5 93320