"Resolve Customer Inquiries at Once" LGU+ Establishes 'UrigaJokok Counseling Team'

[Asia Economy Reporter Koo Chae-eun] LG Uplus announced on the 22nd that it has established an integrated consultation organization called the ‘Our Family Consultation Team’ to resolve customer inquiries about mobile and home services in a one-stop manner.

Currently operating 11 mobile and home customer centers nationwide, including Seoul, Daejeon, Daegu, Busan, Jeonju, and Gwangju, LG Uplus has first formed the Our Family Consultation Team at three customer centers in Seoul, Busan, and Gwangju, and is intensively conducting special consulting training to enhance employees’ integrated consultation capabilities.

Until now, telecom companies have divided customer centers into mobile and home services and operated segmented consultation organizations. However, recently, the proportion of customers using both mobile and home services from the same telecom company to receive bundled discounts has reached 60% to 70% of the total. Accordingly, the existing customer center operation method has become ineffective in responding to customers’ changed service usage patterns. To solve this problem, LG Uplus decided to innovate communication methods with customers by ▲easy and fast customer center connection ▲minimizing call transfers to other consultants ▲resolving issues in the first consultation ▲supporting customer self-service, and established a dedicated team this year.

LG Uplus expects that the ‘Our Family Dedicated Customer Center,’ which cares for the entire communication life of family members, will resolve all consultations for wired and wireless services at once, leading to increased customer satisfaction, reduced cancellation rates, and opportunities to secure additional subscribers. Starting in September, the scope of integrated consultation will expand beyond simple tasks such as payment methods and reissuing bills to comprehensive consulting for mobile and home services, and within this year, the Our Family Consultation Team will be expanded to other customer centers. Jo Jung-yeon, Head of LG Uplus CV Operations Group (Executive Director), stated, “We will expand the mobile and home integrated consultation system to all customer centers to provide a differentiated consultation experience that manages the communication life of family members beyond simple individual consultations.”

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