Home&Shopping Selected as 'Excellent Call Center' in KSQI for 8 Consecutive Years

[Asia Economy Reporter Kwak Minjae] Home&Shopping announced on the 26th that it has been selected as an excellent call center for 8 consecutive years (a total of 9 times) in the ‘2022 Korea Service Quality Index (KSQI)’ survey conducted by the Korea Management Association Consulting.

The Home&Shopping call center fosters and assigns specialized consultants in each area to increase the reliability of consultation services and provides optimized customized consultation services according to customer characteristics. A representative example is the dedicated consultation service for visually impaired customers, which was first introduced in the industry in July 2018. When visually impaired customers place an order call, they can be immediately connected to a dedicated consultant.

In addition, a visible ARS service is operated for customer convenience. Customers can listen to the ARS voice and order desired products by touching the quantity, address, etc. on the smartphone screen, enhancing customer convenience.

Home&Shopping also makes various efforts to protect consumers. It operates a Consumer Protection Committee composed of consumer experts and a customer evaluation group to supplement consumer protection policies and improve actual consumer complaints. For dissatisfied customers, the Happy Call service actively listens to complaints and resolves issues from the customer’s perspective.

Last year, Home&Shopping completed the dualization of its call center to provide more stable services that satisfy customers even more.

A Home&Shopping official said, “We are making many efforts to improve call center service quality to provide the best customer service,” and added, “We feel proud that our efforts have culminated in the great achievement of winning the award for 8 consecutive years. We will continue to work harder in the future.”