K Shopping Achieves Highest Score for 'Call Center Quality Index' for 5 Consecutive Years

[Asia Economy Reporter Seungjin Lee] KTH-operated K Shopping received the highest score for five consecutive years in the T-commerce category, becoming the first in the industry to be certified with the ‘2020 Call Center Quality Index (KS-CQI)’ hosted by the Korea Standards Association on the 10th.

The ‘KS-CQI Call Center Quality Index’ was developed to contribute to improving customer satisfaction through enhancing call center service quality, as well as corporate growth and the development of the service industry. Every year, it conducts surveys and announces outstanding companies and public institutions.

The 2020 KS-CQI survey was conducted from July to October, targeting a total of 46 industries, 178 companies, and 27 public institutions and local governments. It evaluated the characteristics of consultation service quality through 36 evaluation items across 7 factors, including prompt and friendly customer response, service usage convenience, inquiry resolution, and provision of useful information, by conducting online and telephone monitoring assessments.

K Shopping, which has obtained call center quality certification by achieving the highest score in the industry for five consecutive years, established the integrated IT infrastructure environment ‘Next Generation System’ for the first time in the industry last year. This system enhanced work efficiency by configuring an intuitive UI/UX for consultants and establishing an integrated VOC management system. Additionally, by utilizing the big data-based K-CS system, it has continuously improved service quality and customer satisfaction by analyzing key keywords and issues of customer VOC in real time to provide prompt and accurate customer responses.

Along with this, under the belief that “happy consultants lead to happy customers,” efforts have been made to improve the working environment, health management, and psychological counseling for consultants who directly interact with customers, thereby increasing job satisfaction and reducing stress. In particular, in response to the COVID-19 pandemic this year, K Shopping actively protected call center employees by implementing a three-pronged call center system, maintaining a two-seat distance per person, instituting a work-from-home system, and providing masks and disinfectants to minimize contact among consultants and focus on quarantine management.

CEO Iljae Lee of KTH said, “It is an honor to receive certification with the highest score in the KS-CQI T-commerce category for five consecutive years,” and added, “We will strive even more to improve customer satisfaction based on a customer-centered management system.”

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