NH Nonghyup Bank Selected as Excellent Call Center for 10 Consecutive Years

Hansangrok Han, Executive Director of Korea Management Association Consulting (KMAC) (left in the photo), and Oknam Heo, Head of Customer Happiness Center at NongHyup Bank (right in the photo), are holding the certificate of selection for the "10 Consecutive Years Excellent Call Center" in the 2020 Korea Service Quality Index (KSQI) at the NongHyup Bank Customer Happiness Center located in Yongsan-gu, posing for a commemorative photo.

[Asia Economy Reporter Kangwook Cho] NH Nonghyup Bank announced on the 4th that it has been selected as an excellent call center for 10 consecutive years in the 2020 Korea Service Quality Index (KSQI) conducted by the Korea Management Association Consulting (KMAC).

The Nonghyup Bank Customer Happiness Center, with about 1,000 counselors consulting an average of 60,000 customers daily at the frontline, strengthens counseling capabilities through intensive training of 160 hours annually for new counselors and over 120 hours annually for existing counselors.

Additionally, by utilizing a call center AI system built to provide 5.07 million types of responses through real-time monitoring of call content with an AI big data-based counseling quality evaluation device that learns and analyzes like a human, it offers prompt and accurate high-quality financial counseling services.

They hold a "Zero Customer Complaint Meeting" once a month to review customer suggestions and reflect improvement plans in practice, making every effort to provide customer-centered financial services.

Heo Ok-nam, head of the Customer Happiness Center, said, “Thanks to the efforts of all employees, we were able to achieve the meaningful result of being selected as an excellent call center for 10 consecutive years,” and added, “We will strive to provide more advanced financial counseling services to enhance customer convenience and satisfaction.”