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The primary purpose of this study is to identify success factors for the design and development of home-based call center. Also, this research sought to find the differences of success factors between home-based call center experienced managers and non-experienced managers. The delphi method was adopted to this research. The delphi method is designed as a group communication process which aims to get an convergence of expert& opinions on a specific real-world issue and extracts important factors in a structured manner. In the first step, tentative successful home-based factors and criteria were developed based on research study and interviews with experts. And then, preliminary survey was carried out by 19 experts to confirm delphi survey questionnaires. Lastly, the delphi surveys were carried out twice to acquire consensus of experts opinion about the impotance of success factors. The survey questionnaires were modified and supplemented according to the result of the previous steps. Content Validity Rate(CVR), invented by lawshe(1975) was used to judge which factors are really effective. As a result, the major criteria were classified by human resources, physical resources, organization characteristics and job/task characteristics. And 46 factors identified, which includes (1) agents sense of responsibility. (2) equipment of security systems. (3) special career development program for home-based agents and (4) simplicity of job/task. Also the perception of the important factors between home-based call center experienced group and non-experienced group was found to be much different. The findings of the study form a starting point for further research on operations of home-based call center, which can also inform future empirical research. And the results of this study will provide the practical guideline for the practitioners who try to adopt home-based call center and a wider perspective for the researchers.

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