LG Electronics Selected as Excellence Company in Home Appliance and Mobile Phone Service Call Center Quality

[Asia Economy Reporter Kim Hyewon] LG Electronics announced on the 10th that it was selected as an excellent company in both home appliance service and mobile phone service at the '2020 Call Center Quality Index (KS-CQI)' hosted by the Korea Standards Association.

LG Electronics' call center prioritizes customer satisfaction and provides customized consultation services. It offers various consultation methods such as voice recognition ARS, visual ARS, and AI chatbot, allowing customers to conveniently receive services in their preferred way.

Customers can use voice recognition ARS to access center information and request on-site service without speaking to a consultant. Using visual ARS, customers can easily navigate to desired menus through their smartphone screens and quickly connect with professional consultants, reducing the time previously required to reach a consultant.

Additionally, customers can check the causes and solutions for specific product symptoms anytime, anywhere, 24/7 through the chatbot. LG Electronics has collected various information such as product-related inquiries and symptom causes, and the chatbot answers customer questions through big data analysis.

LG Electronics is strengthening the system to manage customers' pain points to improve the quality of call center services.

The LG Electronics call center is enhancing consultation capabilities by training professional consultants. These consultants increase their product understanding through product disassembly training and production line tours. They also accompany service engineers to directly experience the field to provide customized consultations based on the customer's product usage environment. The top 10% of professional consultants with outstanding consultation skills are selected as 'Consultation Masters' and share their know-how with colleagues.

Moreover, LG Electronics introduced remote work in March for the first time among domestic home appliance industry call centers to ensure the health and safety of call center employees. To care for the psychological difficulties caused by customer service tasks, since October, professional psychological counselors have been operating one-on-one psychological counseling and group counseling programs.

Yoo Kyumoon, Executive Vice President and Head of LG Electronics CS Management Center, emphasized, "The differentiated service methods introduced to provide the best satisfaction to customers have been highly evaluated, making this award very meaningful. We will continuously strive to provide differentiated services and improve customer satisfaction."