NS Home Shopping Selected as 'KSQI Korea's Excellent Call Center' for 2 Consecutive Years

[Asia Economy Reporter Lim Chunhan] NS Home Shopping announced on the 26th that it has been selected as an ‘Excellent Call Center in Korea’ for two consecutive years in the call center category of the ‘Korea Service Quality Index (KSQI).’

NS Home Shopping has implemented measures such as simplifying mobile phone identity verification, enhancing visible ARS to secure order convenience, and expanding CS self-service operations through mobile, KakaoTalk, and ARS. Additionally, currently 50% of call center counselors work from home, and coaching and training for counselors are conducted entirely remotely, which has increased counselors’ productivity efficiency and job satisfaction. As a result, the company achieved a customer response rate of 95%, the highest level among companies.

An NS Home Shopping official said, “NS Home Shopping’s call center has been striving to improve service quality and efficiency by conducting customized coaching for counselors based on comprehensive call evaluations through digital-based TA/SA.” He added, “We will continue to do our best to provide customers with satisfactory and convenient shopping services.”