KCA Service Becomes First in Call Center Industry to Receive Consumer-Centered Management (CCM) Certification

KCA Service, a subsidiary of Kyobo Life Insurance, announced on December 15 that it has become the first company in the customer center (call center) service sector to receive Consumer-Centered Management (CCM) certification at the '2025 Consumer-Centered Management (CCM) Certification Ceremony' hosted by the Korea Fair Trade Commission at EL Tower in Seocho-gu, Seoul.

Introduced in 2007, the CCM system is a national certification program that evaluates whether all business activities of a company are structured and continuously improved from the consumer's perspective. The Korea Consumer Agency conducts the evaluation, and the Korea Fair Trade Commission grants the certification.

Hyeok Kim, CEO of the Korea Consumer Agency (fifth from the right), is taking a commemorative photo with executives and employees of Kyobo Life Insurance and KCA Service at the '2025 Consumer-Centered Management (CCM) Certification Ceremony' held on the 12th at EL Tower in Seocho-gu, Seoul. Kyobo Life Insurance

As a company specializing in customer consultation, KCA Service has recognized the importance of consumer-centered management and has improved all work processes to focus on customers. In February of this year, marking its 8th anniversary, the company held a CCM declaration ceremony, appointed a Chief Customer Officer (CCO) reporting directly to the CEO, and actively enhanced its systems and processes through the CCM operations office.

To accurately deliver information about insurance products to consumers, the company has undertaken various initiatives, including launching a YouTube channel, distributing an easy language guidebook, and establishing a Voice of the Customer (VOC) support system.

In its review, the Korea Consumer Agency stated, "KCA Service recognizes the importance of introducing CCM in the insurance consultation service sector and is pursuing systematic customer service improvements based on strong leadership from the CEO," adding, "It is expected to become a leading exemplary company in implementing CCM in the call center service sector."

Hyeok Kim, CEO of KCA Service, said, "Insurance consultation services are an area where consumer trust and satisfaction must come first above all else," and added, "With this first CCM certification as a turning point, we will re-examine all management activities from the consumer's perspective and further strengthen innovation in non-face-to-face services based on customer trust."