Samsung Electronics Service Selected as Excellent Call Center for 11 Consecutive Years in KSQI

Samsung Electronics Service employees are taking a commemorative photo celebrating their selection as an Excellent Call Center in the KSQI Call Center category for 11 consecutive years.

Photo by Samsung Electronics Service

[Asia Economy Reporter Ki-min Lee] Samsung Electronics Service announced on the 26th that it has been selected as an Excellent Call Center for 11 consecutive years in the call center category of the ‘2020 Korea Service Quality Index (KSQI)’ survey conducted by the Korea Management Association Consulting (KMAC).

KSQI is an index that reflects customer satisfaction with service quality, evaluated by a professional panel who experience and assess call center consultation services.

Samsung Electronics Service explained that it received high scores in all evaluation categories, including the counselors’ listening attitude and explanatory skills, leading to its selection as an Excellent Call Center for 11 consecutive years.

Samsung Electronics Service operates consultation services 24 hours a day, 365 days a year, and also provides foreign language consultation services in English, Chinese, and other languages.

They also offer a ‘Visible Remote Consultation Service,’ where counselors remotely check the product’s condition through the customer’s mobile phone camera while conducting consultations.

Additionally, Samsung Electronics Service recently introduced ‘Surbi,’ a chat consultation robot applying artificial intelligence (AI) deep learning technology. Customers can use Surbi to access desired services such as finding centers and making service reservations even during nights or holidays.

Moreover, Samsung Electronics Service regularly provides counseling technique training to counselors for professional consultations and supports obtaining professional certifications.

A Samsung Electronics Service official stated, “We plan to continuously promote innovative activities tailored to customers’ perspectives to provide the best consultation services in the future.”

This content was produced with the assistance of AI translation services.