KT Group Wins Eight Awards at KS-CQI Call Center Quality Index

[Asia Economy, Reporter Koo Chae-eun] On December 10, KT Group won eight awards at the 2020 Call Center Quality Index (KS-CQI) certification ceremony. KT’s customer center was recognized as an outstanding company in three categories: wired and wireless services, and pay TV. KTH’s K Shopping was honored in the T-commerce category, K Bank in the internet-only bank category, BC Card in the credit card category, KT M Mobile in the MVNO category, and KT Telecop in the security services category.

KT’s customer center is preparing a new paradigm by introducing artificial intelligence (AI) technologies. The center has adopted the ‘AI Counseling Assist’ technology, which supports automatic classification of Voice of Customer (VOC) types and automatic summarization of consultation content, enabling agents to process tasks more efficiently. Currently, KT is preparing to provide 24/7 customer service by building an AI Voicebot, which represents the pinnacle of AI technology in virtual voice consultations.

KTH’s K Shopping became the first in the T-commerce industry to receive the highest score in the Call Center Quality Index for five consecutive years. K Bank, which was recognized as an outstanding company in the internet-only bank category, received high marks for breaking the stereotype of “business hours end at 4 p.m.” by operating a customer center 24 hours a day, 365 days a year. BC Card, which was certified as an outstanding company in the credit card category, received positive evaluations for completing the construction of a voice recognition analysis system this year, a project that began late last year, thus laying the foundation for transitioning to an “AI call center.”

KT M Mobile, which received certification for two consecutive years in the MVNO category, was praised for improving customer service quality through initiatives such as the “self-activation service,” the launch and revision of “unlimited plans” based on analysis of customer usage patterns and needs, and the establishment of a dedicated VOC analysis team called the “Customer Needs Discovery Task Force.” KT Telecop, which was recognized as an outstanding company in the security services category, received favorable evaluations for focusing on improving customer accessibility.

Lee Eunho, CEO of KT IS, stated, “I am pleased that KT’s customer center has been recognized for its continued efforts to enhance customer convenience through this evaluation.” Lee Piljae, CEO of KTH, commented, “We will strive even harder to improve customer satisfaction based on our customer-centric management system.” Lee Dongmyun, CEO of BC Card, said, “We will work to provide fast and convenient customer consultation services 24/7, 365 days a year by expanding our digital customer service channels.” Park Jongjin, CEO of KT M Mobile, remarked, “We will continue to strive to become the leading MVNO by providing customer-centric services based on our core value of putting customers first.” Park Daesu, CEO of KT Telecop, stated, “We will continue to work towards providing differentiated care services and consultations that meet our customers’ needs.”

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