Saemaeul Geumgo Enhances Service Quality with Customer Support Center System Advancement and Redundancy

Saemaeul Geumgo IT Center located in Hwagok-dong, Gangseo-gu, Seoul. Photo by Saemaeul Geumgo Central Association

[Asia Economy Reporter Song Seung-seop] Saemaeul Geumgo Central Association announced that it has completed the customer support center system advancement and redundancy project and applied the new system on the 20th.

According to Saemaeul Geumgo Central Association on the 23rd, the "Saemaeul Geumgo Nationwide Representative Number and Communication Line Usage Contract" project has been underway for five months since March. It was implemented to maximize the efficiency and stability of the customer support center system in line with the 4th Industrial Revolution and the untact finance era.

Specifically, the goals are ▲ advancement and redundancy of the customer support center system ▲ providing uninterrupted service through the DR center (Disaster Recovery Center) in case of a failure at the main center due to center redundancy ▲ improving work productivity of the customer support center through integrated routing configuration.

With the reorganization, Saemaeul Geumgo upgraded the outdated call system (IVR, CTI, PBX, and electronic fax, etc.) and strengthened its customer service capabilities.

Also, to provide uninterrupted service in case of failures, various systems and communication lines were duplicated. The disaster recovery system, which was applied only to some customer support centers, has been expanded to all customer support centers.

A system for more efficient remote work was also introduced. In preparation for emergencies including COVID-19, a remote work environment for the customer support center was established. In the second half of this year, a new counseling application (app) will be introduced, enabling remote counseling work with enhanced customer information protection in case of emergencies.

Park Cha-hoon, Chairman of Saemaeul Geumgo Central Association, said, "We have raised the quality of customer service emphasized in the untact era to a higher level," and added, "We will strive to set an example as a regionally close representative financial institution even in non-face-to-face services."

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