KB Securities announced on May 29 that its customer center was selected as an "Excellent Call Center" in the call center category of the "2025 Korea Service Quality Index (KSQI)" released by Korea Management Association Consulting (KMAC).
The KSQI is a leading evaluation index that objectively measures the quality of customer consultations through non-face-to-face channels. With this award, the KB Securities customer center has maintained its position as the industry leader for three consecutive years. This achievement reflects KB Securities' ongoing efforts to enhance customer service quality and to advance its consultation environment by integrating digital technologies.
Previously, in October of last year, KB Securities was also recognized for excellence for three consecutive years in the "Call Center Quality Index (KS-CQI)" evaluation organized by the Korean Standards Association, thereby earning recognition for its excellence in all major domestic call center evaluations.
The KB Securities customer center has implemented an AI Contact Center (AICC), applying advanced technologies such as AI-based voice recognition, text analysis, and real-time consultation monitoring throughout its consultation system. This year, the company further enhanced its Consultation Knowledge Management System (KMS), strengthening its ability to respond to customer inquiries more quickly and accurately.
In addition, through the "Link Service" that connects with KB Financial Group affiliates such as banks, insurance, and card companies, KB Securities has established a one-stop consultation system, allowing customers to receive a wide range of financial services seamlessly through a single channel. This service embodies the synergy and customer-centric philosophy of KB Financial Group and has significantly contributed to strengthening the competitiveness of its non-face-to-face channels.
KB Securities is also continuously working to advance its internal operating systems to improve consultation quality. Specifically, the company has institutionalized CS mindset training, systematically manages consultation capabilities through issue-specific response manuals and regular diagnostic systems, and operates various programs to enhance employee satisfaction, such as the "Healing Picnic" family invitation event held at amusement parks, which aims to improve the working environment and work-life balance for consultation staff.
Lee Honggu, CEO of KB Securities, stated, "Being selected as an excellent call center for three consecutive years is proof of the trust in the quality of service we provide at the customer interface," adding, "Going forward, the KB Securities customer center will further strengthen its competitiveness as a financial partner that grows together with customers by innovating digital-based consultation quality and reinforcing a customer-centric consultation culture."
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