Shinhan Bank, Awarded Excellent Call Center in Service Quality Index for 18 Consecutive Years
Robust Customer-Centered Consultation Including Call Center Remote Work Amid COVID-19 Situation
[Asia Economy Reporter Kwangho Lee] Shinhan Bank announced on the 25th that it has been selected as Korea's excellent call center for 18 consecutive years in the '2021 Korea Service Quality Index (KSQI) Call Center Sector' survey conducted by the Korea Management Association Consulting.
The Korea Service Quality Index quantifies customers' perceived level of service quality and publishes the results. This year's survey was conducted on 276 companies across 48 industrial sectors.
In this year's survey, Shinhan Bank received high evaluations for ▲modeling remote consultation to enhance emergency response capabilities ▲innovating consultation quality by linking AI voice bots, AI chatbots, and human consultants ▲specialized consultations for the elderly, and efforts to practice ESG (Environmental, Social, and Governance) management.
Amid the COVID-19 situation, Shinhan Bank was the first in the banking sector to start remote consultations to protect customers and local communities, operating them stably. It is also expanding its operations to enable all consultation tasks requiring customer information access to be performed remotely through continuous establishment of physical security systems.
Additionally, to help elderly customers who are not familiar with digital technology easily understand digital finance, Shinhan Bank has formed a dedicated team of professional consultants operating the 'Digital Escort Program.' It has established a triple-mix consultation system where AI voice bot Solli, AI chatbot Aurora, and human consultants are interconnected to provide optimal consultation to customers.
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A Shinhan Bank official said, "This award was possible because of the consultants who quietly did their best to maintain normal center operations despite difficult circumstances such as COVID-19," and added, "We will continue to think from the customer's perspective and strive to provide high-quality consultations."
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