Shinhan Bank Named Excellent Call Center in KSQI for 22 Consecutive Years

Longest Award-Winning Streak Among Domestic Banks

Shinhan Bank announced on the 21st that it has been selected as an Excellent Call Center for 22 consecutive years in the call center category of the 2025 Korea Service Quality Index (KSQI) survey, organized by the Korea Management Association Consulting (KMAC). This marks the longest consecutive award-winning streak among domestic banks.

The KSQI is an index that evaluates and publishes the level of service quality as perceived by customers. This year's survey assessed the actual service quality experienced by customers, covering 48 industries and 339 companies. Shinhan Bank received high marks in nine categories, including consultation attitude, task processing, greeting and closing manner, and call reception conditions.

Shinhan Bank's Customer Consultation Center is committed to providing prompt and accurate service, leveraging over 30 years of accumulated consultation experience under the mission of "an easier, more comfortable, and newer bank."

Recently, the Customer Consultation Center has undertaken improvement initiatives such as: establishing the financial sector's first group-integrated AI Contact Center (AICC); introducing an AI emotion analysis system; and providing non-face-to-face document issuance services via AI voice bots and chatbots. Additionally, the center has enhanced customer accessibility and convenience by launching a dedicated Customer Experience (CX) concierge team, offering sign language consultation services for people with disabilities, and providing interpretation services in 10 languages for foreign customers.

A Shinhan Bank representative stated, "We will continue to dedicate ourselves to providing new customer experiences by evolving into a next-generation contact center that practices 'warm digital consultation.'"