NongHyup Bank Selected as 'Excellent Call Center' for 11 Consecutive Years
[Asia Economy Reporter Kiho Sung] NH Nonghyup Bank announced on the 25th that it was selected as an 'Excellent Call Center for 11 consecutive years' in the 2021 Korea Service Quality Index (KSQI) conducted by the Korea Management Association Consulting (KMAC).
About 1,000 counselors working at Nonghyup Bank's Customer Happiness Center made their best efforts to respond to customers, including consultations on disaster relief funds and small business support loans, despite the difficult working environment due to COVID-19. As a result, they achieved the honor of being selected as an excellent call center for 11 consecutive years.
In addition, by utilizing ‘Armi AI’, they distributed the overwhelming workload and improved customer service quality. Last year, ‘Armi Artificial Intelligence (AI)’ handled 1.53 million tasks through the chatbot channel (with 85% accuracy) and 490,000 tasks through the call bot channel (with 93% accuracy). Introduced in 2017, ‘Armi AI’ is NH Nonghyup Bank’s AI-based consultation system that uses artificial intelligence technology to assist consultation tasks or directly respond to simple inquiries, thereby enhancing customer response efficiency.
Meanwhile, the quality management system of Nonghyup Bank’s Customer Happiness Center is based on the Korean Standard Call Center Service KS S1006, maintaining a systematic service quality, and has maintained KS Call Center certification for 13 years.
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Center Director Sunhee Yang said, “Under the management policy that employees must be happy for customers to be happy, we were able to achieve the meaningful result of being selected as an excellent call center for 11 consecutive years through the efforts of all executives and employees,” and added, “Even in the difficult situation caused by COVID-19, we will become a Customer Happiness Center that leads the way in delivering happiness more than anyone else.”
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