Shinhan Bank, 7 Consecutive Years Ranked No.1 in KS-CQI Call Center Quality Index

[Asia Economy Reporter Kwangho Lee] Shinhan Bank announced on the 28th that it has won first place for seven consecutive years for the first time in the banking sector in the '2021 KS-CQI Call Center Quality Index' survey conducted by the Korea Standards Association (KSA).

KS-CQI is a survey jointly developed by the Korea Standards Association and the Korean Society of Service Management to measure the quality level of call center consultation services, aimed at the development and competitiveness enhancement of the domestic call center industry.

Shinhan Bank received high scores in categories such as fundamental service, physical environment, reliability, friendliness, and proactiveness in the KSA's own monitoring and customer satisfaction survey, and was selected as one of the top 10 best companies among all surveyed institutions (217 companies and organizations across 52 industries).

In addition, to respond to customer changes in the digital era, Shinhan Bank has been leading AI-based consultations and successfully implemented the AI Consultant Solli Phase 2 project in July, currently operating it, and was honored with the newly established Contact Center Innovation Award this year for the implementation of AI Consultant Solli.

AI Consultant Solli handles about 50% of the 40,000 to 80,000 daily customer consultation calls, and among these, AI replaces 25% without connecting to a human consultant. As a result, the customer waiting time, which was about 27 seconds before the AI Consultant Solli Phase 2 project, was reduced by 78% to 6 seconds, enabling customers to receive prompt and professional consultations.

A Shinhan Bank official said, "Shinhan Financial Group Chairman Jo Yong-byeong declared the group's new vision, 'Easier and More Comfortable, Newer Finance,' which embodies the convenience, stability, and innovation that customers expect from finance, on the occasion of the group's 20th anniversary." He added, "In particular, this Contact Center Innovation Award was possible thanks to the employees who have always quietly performed their original duties, and we will advance into an AI-based concierge center through innovations in empathetic AI and organizational restructuring in the future."