SKT Customer Center Selected as 'Korea Excellent Call Center' for 10 Consecutive Years

[Asia Economy Reporter Lim Hye-sun] SK Telecom announced on the 27th that it has been selected as an ‘Excellent Call Center in Korea’ for 10 consecutive years in the Service Quality Index call center sector survey conducted by the Korea Management Association Consulting (KMAC).

The ‘Excellent Call Center in Korea’ is an award presented by KMAC since 2004, diagnosing the service levels of domestic companies’ call centers and recognizing companies with outstanding call center service quality. Since the announcement of this category began, SKT has been recognized for its strong customer center operation capabilities by being selected as an excellent call center 18 times over 19 years.

SKT is evaluated to have improved the quality of customer center consultations by actively utilizing its ICT infrastructure, including integrating AI technology into customer consultation services and introducing text consultation chatbot services and voice AI consultation voicebot services.

Following the introduction of the AI consultation voicebot, the first among domestic telecom companies in 2018, SKT launched the NUGU consultation bot in 2021, a conversational voice AI consultation voicebot that uses the AI NUGU to respond more naturally and conveniently to customer inquiries.

In January last year, SKT introduced the electronic certificate service ‘Initial,’ significantly enhancing customer convenience by allowing customers to easily and quickly submit required documents for consultation tasks in electronic certificate form.

SKT is striving to provide ‘24/7 customer consultation’ services that eliminate the constraints of time and space by actively utilizing various ICT infrastructures such as AI, and is also planning to introduce ‘AI First, AI Anywhere’ (prioritizing AI application in all areas of customer consultation) in its customer centers in the future.

Additionally, in 2020, amid the spread of COVID-19, SKT took the lead in improving consultation quality and ensuring the safety of its staff by introducing a work-from-home system in customer centers for the first time in the call center industry to protect the health of consultation members and maintain stable consultation service operations in the contactless era.