AI Adoption and Digital Innovation... KT Named 'Korea Excellent Call Center' for 10 Consecutive Years

Selected in the Korea Industrial Service Quality Index
Organized by Korea Management Association Consulting

[Asia Economy Reporter Cha Min-young] KT Customer Center has been recognized as the undisputed best call center in South Korea for 10 consecutive years in the mobile communication sector and 7 consecutive years in the high-speed internet sector.

On the 25th, KT announced that it was selected as an ‘Excellent Call Center in Korea’ in the high-speed internet and mobile communication fields with outstanding scores in the ‘2021 Korea Industry Service Quality Index’ hosted by the Korea Management Association Consulting.

The Korea Service Quality Index (KSQI) certification is a service quality certification system that annually measures the consultation quality of representative call centers nationwide by industry, selects excellent call centers, and awards certificates.

In this survey, KT Customer Center was highly evaluated for introducing artificial intelligence (AI) consultation solutions and voice bots to support counselors’ work and for pursuing digital innovation from a customer-first perspective.

With COVID-19, the importance of customer centers along with non-face-to-face channels has increased. KT Customer Center is leading the paradigm shift of customer centers by combining customer-centric service with AI technology. Since April this year, AI voice virtual consultation has been launched, and AI voice bots handle 650,000 customer inquiries in over 160 fields 24 hours a day. Counselors have been able to focus more on empathizing with customers rather than simple repetitive tasks, providing more detailed and valuable services.

KT Customer Center operates a dedicated center for people with disabilities with a staff of 100, providing customized consultations to resolve inconveniences experienced by disabled customers in their communication lives. The foreign customer dedicated center, which can respond in five languages including English, Japanese, and Chinese, is also being expanded so that foreign customers visiting Korea can use communication services without inconvenience.

For new customers who inevitably have a high frequency of inquiries, customized consultations are provided through the ‘100-100 Care’ program to offer the highest satisfaction with KT service quality. Such a large-scale customer center dedicated to various types of customers is the first in the industry for KT Customer Center.

KT Customer Center has taken protective measures for counselor safety so that counselors can focus on their essential tasks and provide the best service to customers. In particular, about 1,600 counselors are currently performing remote consultation work in various work environments such as telecommuting and flexible work.

Park Hyo-il, Executive Director of KT Customer Experience Innovation Headquarters, said, “KT Customer Center implemented an AI customer center as the first step to lead changes in customers’ lives and innovations in other industries,” and added, “As Korea’s best call center, we will continue to repay with innovative and sincere customer service.”