Samsung Electronics Service Selected as an Excellent Company for 'Call Center Quality Index'

Samsung Electronics Service employees are taking a commemorative photo celebrating the KS-CQI award.

[Asia Economy Reporter Dongwoo Lee] Samsung Electronics Service announced on the 10th that it was selected as an excellent company in the 'Home Appliance and Mobile Phone Consultation Service' category in the '2020 Call Center Quality Index (KS-CQI)' survey.

The 'KS-CQI' survey, conducted by the Korea Standards Association, is an index that measures the quality of call center consultation services through expert phone monitoring and customer satisfaction evaluations of call center usage.

In this survey, Samsung Electronics Service received high scores in multiple evaluation items such as 'friendly response,' 'active explanation,' and 'differentiated service provision,' leading to its selection as an excellent company.

Samsung Electronics Service provides consultation services 24 hours a day, 365 days a year, so customers can receive prompt and accurate consultations anytime and anywhere. It not only resolves simple customer inquiries such as center locations and repair costs but also offers high-level professional technical consultations, including remote inspections by product-specific technical consultants.

Recently, to enhance customer convenience in using consultations, an AI chat consultation 'chatbot' service was introduced. The chatbot is an AI consultation platform implemented to allow customers to receive consultations 24/7 through text chatting with a robot. Customers can use the chatbot to access desired services such as product-related technical consultations and service requests regardless of time and place.

Based on IoT, the 'HRM Remote Inspection,' which remotely manages the status and information of products, is also considered a representative consultation system of Samsung Electronics Service. Consultants diagnose products based on analyses through the HRM server and, if necessary, remotely control the product to promptly and accurately resolve customer inconveniences. The 'Visible ARS,' which allows tasks such as finding centers and making service reservations while viewing the smartphone screen, has also been introduced.

Samsung Electronics Service regularly conducts 'consultation technique training' and 'consultation ability evaluations' to strengthen the capabilities of consultants. It actively supports obtaining related professional qualifications such as consumer counselors, CS leaders, and psychological counselors to improve the professionalism of consultants.

Yoon Seokhan, Head of Customer Consultation Team (Executive Director) at Samsung Electronics Service, said, "We will continue to pursue relentless innovation activities to practice customer-impressing consultation services and provide consultation services that exceed customer expectations."

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