Bodyfriend Selected as 'KSQI Korea's Excellent Call Center'

Bodyfriend was selected as an excellent call center in the call center category of the "2022 Korea Service Quality Index (KSQI)" organized by the Korea Management Association Consulting (KMAC).

[Asia Economy Reporter Donghyun Choi] Bodyfriend, a massage chair company, announced on the 26th that it was selected as an excellent call center in the call center category of the ‘2022 Korea Service Quality Index (KSQI)’ organized by the Korea Management Association Consulting (KMAC).

Since 2004, KMAC has been diagnosing the service level of domestic companies' call centers and announcing companies with excellent call center service quality. The KSQI survey is conducted by professional monitoring agents who call the call center directly from the customer's perspective, evaluating a total of 100 times over one year. Call centers scoring over 92 points in total are awarded the title of ‘Excellent Call Center in Korea.’

Bodyfriend’s customer center handles various customer inquiries such as existing and new customer inquiries, service (AS) requests, and corporate/government purchase inquiries through departments specialized according to expertise, thereby increasing customer satisfaction.

Bodyfriend introduced an integrated enterprise resource planning (ERP) system by department such as service, delivery, rental, and sales with the goal of advancing call center operation management WFM (Work Force Management), establishing standardized customer response manuals. Based on customer experience, the call tree was improved so that calls coming to the main phone number are immediately connected to the department matching the expertise, significantly reducing the time until connection to a consultant.

Non-face-to-face consultation channels using applications, website bulletin boards, and Kakao chatbot were introduced to enhance customer accessibility. Customized consultation systems for improving customer convenience are also continuously being introduced. A representative example is the 'ODC (One Day Clear)' consultation, which helps customers diagnose symptoms of the products they use and solve problems through self-diagnosis. By providing detailed guidance so that customers can resolve inconveniences themselves without engineer dispatch service, it saves time and cost, resulting in high customer satisfaction.

Consultation expertise is also being enhanced through continuous education and support. Customer service skills were improved through company-wide CS training held monthly. The ‘Say my name’ system, which awards extra points when customers seek the same consultant again, strengthens self-leadership. Support is also provided for acquiring professional qualifications such as CS Leaders Manager, Emotional Labor Manager, and Call Center Specialist.

Yoon Jeonghwa, Head of Bodyfriend Service Support Team, said, "We are pleased and honored to be selected as an excellent call center in Korea for the first time this year," adding, "We will continue to devote ourselves to communicating and empathizing with customers through prompt and professional responses, leading to customer satisfaction."