Integrating AI into Customer Service... SK Telecom Named 'Korea Excellent Call Center' for 9 Consecutive Years

Selected in the Call Center Category of the Service Quality Index Survey Hosted by Korea Management Association Consulting

[Asia Economy Reporter Cha Min-young] SK Telecom announced on the 25th that it has been selected as an ‘Excellent Call Center in Korea’ for the 17th time overall and for 9 consecutive years in the call center category of the Service Quality Index survey conducted by Korea Management Association Consulting (KMAC).

The Excellent Call Center in Korea is a system established by Korea Management Association Consulting since 2004 to evaluate the service level of domestic companies' call centers and announce companies with excellent call center service quality. SK Telecom has been selected as an excellent call center 17 times in total and for 9 consecutive years from 2004 to this year.

SK Telecom is recognized for raising the quality of customer center consultations to a higher level by applying artificial intelligence (AI) technology to customer consultation services, introducing not only text consultation chatbot services but also voice AI consultation voicebot services, utilizing ICT technology and infrastructure.

Last year, in response to the spread of COVID-19, SK Telecom became the first in the call center industry to introduce a work-from-home system for customer centers to protect the health of consultation staff and stabilize consultation service operations. After more than a year, about 2,500 consultation staff, accounting for more than 40% of the customer center consultation workforce, are currently working from home.

In addition, SK Telecom continues innovation activities to provide the best consultation service experience to customers by introducing programs such as the ‘HEART Service Standard’ program, which includes five core customer experience elements, the Customer Value Innovation Meeting, customer advisory groups, and internal evaluation teams, upgrading customer center consultation services.

They also provide a ‘Visible ARS’ service that displays the ARS menu on smartphone screens to make it convenient for elderly and hearing-impaired customers to use. In January of this year, they introduced the electronic certificate service ‘Initial,’ allowing required documents for consultation tasks to be submitted quickly and easily in electronic certificate form.

Going forward, SK Telecom aims to provide ‘24/7 customer consultation’ services by eliminating time and space constraints using AI and other ICT technologies and infrastructure. In particular, they plan to introduce the concept of ‘AI First, AI Anywhere’ (prioritizing AI application in all areas of customer consultation) in their customer centers.

Lee Ki-yoon, Head of Customer Value Innovation at SK Telecom, said, “This selection means that our sincerity in improving customer service quality by applying ICT technologies such as AI to consultation services and leading the work-from-home consultation culture has been recognized despite difficult conditions such as the untact (non-face-to-face) situation. Having achieved a grand slam in the domestic three major customer satisfaction surveys, including 24 consecutive years of No. 1 in the NCSI survey, we will continue to make relentless efforts so that customers can experience the best service.”

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