LG Electronics Customer Service Staff Settle into 3 Weeks Remote Work and 1 Week Office Work System

Reducing 2-Hour Round-Trip Commute Time Increases Job Satisfaction
Remote Work Equipment Upgraded to Top Level
Enhancing Work Efficiency and Customer Satisfaction

Hitel Service Co., Ltd., which is in charge of LG Electronics' customer consultation services, is improving the working environment for its consultation consultants.

Hitel Service announced on the 23rd that it will first operate a 'Balance Work System,' where employees work from home for 3 weeks and come to the office for 1 week. This system, which was operated during the pandemic period, was established at the end of last year. It significantly reduced the average commuting time of about 2 hours for consultation consultants, thereby increasing job satisfaction.

Along with this, all consultation consultants' work-from-home equipment was upgraded to the highest standards, including ▲high-performance headsets ▲low-noise keyboards and mice ▲27-inch monitors.

The office space freed up by the Balance Work System was improved to create a better working environment. The width and height of consultation seats were each increased by 20cm, and a new 'REINVENT Hall,' a space for diverse and free thinking beyond conventional frameworks, was newly created in the break area. In the office space, a hands-on zone featuring the latest products was installed so that consultants can carefully check and consult on products directly.

Hitel Service improved the extra office space created by the balanced work system into a better working environment. The photo shows a consulting consultant interacting with a customer while directly experiencing products at the 'LG Objet Collection Experience Zone' installed within the office space.
[Photo by LG Electronics]

Organizational culture activities during working hours are also active to facilitate smooth communication among employees who are usually difficult to meet due to remote work. To create a workplace where people work with smiles, the 'Gather, Our Neighborhood' program was recently launched. Every month, the company supports applicants to gather with members from the same area to explore desired local attractions or hold meetings at popular restaurants.

There is also psychological support service for consultation consultants. Since hiring two psychological counselors in 2020, activities such as ▲mindfulness meditation programs ▲1:1 psychological testing and counseling support ▲stress testing have been expanded.

These employee experience improvement activities by Hitel Service have led to improved customer response performance for LG Electronics. Last month, LG Electronics was selected as an 'Excellent Business Operator for Autonomous Resolution of Consumer Complaints' by the Korea Consumer Agency, and Hitel Service's internal survey showed that customer satisfaction increased by about 7% compared to the previous year.

Yoon Dong-in, CEO of Hitel Service, said, "Strengthening the employee experience of consultation consultants who communicate with customers at the closest point to the customer is an effort for customer experience," adding, "We will improve the employee experience by reflecting employees' difficulties and needs so that all employees can provide outstanding customer experiences as customer value creators."