Dongyang Life Insurance, KSQI Customer Contact Service Quality 'No.1 for 4 Consecutive Years'

Full marks in work knowledge and explanation skills, proactiveness, and facility environment management

[Asia Economy Reporter Ki Ha-young] Dongyang Life Insurance announced on the 21st that it has been selected as the No. 1 company in the life insurance industry for four consecutive years in the customer contact sector of the '2021 Korea Service Quality Index (KSQI)' survey, organized by the Korea Management Association Consulting.

Now in its 12th edition, the KSQI is the only domestic service evaluation system that annually assesses and announces the service quality of customer contact points for over 120 companies and institutions across 32 industries.

In this survey conducted in four rounds, Dongyang Life Insurance demonstrated the highest level of customer service by receiving perfect scores in areas such as customer center staff's job knowledge and explanation ability, proactiveness, and facility environment management. Additionally, it received consistently high evaluations in various other categories including listening attitude, friendliness, and tone of voice.

To improve customer service quality, Dongyang Life Insurance conducts annual CS skill-up group training for customer center employees. Since last year, due to difficulties in external activities caused by COVID-19, the company produced and distributed online CS and job training content so that employees could receive training without being restricted by location.

Recently, with the expansion of non-face-to-face and digital demand due to COVID-19, the company renewed its mobile application, Dongyang Life Mobile Branch, to enable easy identity verification through fingerprint and facial recognition as well as KakaoPay authentication last month. It also newly established a mobile web branch to enhance customer accessibility.

A Dongyang Life Insurance official stated, "Under the mission of being the 'guardian angel protecting customers' health and happiness,' we will continuously practice customer-centric management through customer service innovation and strive to become the best financial company in Asia."

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