IBK Industrial Bank, Selected as 'Korea Excellent Call Center' for 15 Consecutive Years
[Asia Economy Reporter Jin-ho Kim] IBK Industrial Bank announced on the 25th that it has been selected as an ‘Excellent Call Center in Korea’ for 15 consecutive years in the ‘2021 Korea Service Quality Index’ (KSQI) organized by the Korea Management Association Consulting (KMAC).
Despite a significant increase in loan consultations for small business owners due to the spread of COVID-19, the IBK Customer Center received high praise for providing stable customer consultations through system improvements and flexible workforce management.
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The IBK Customer Center is continuously promoting the digitalization of consultation channels to enhance customer convenience. In June last year, it became the first in Korea to launch the ‘IBK Voice Identity Verification Service,’ where artificial intelligence (AI) recognizes the customer's voice to verify their identity, leading efforts to support digitally vulnerable groups such as the elderly.
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