Dongyang Life Insurance Selected as 'Excellent Call Center' in KSQI for 9 Consecutive Years

[Asia Economy Reporter Changhwan Lee] Dongyang Life Insurance announced on the 26th that it has been selected as an excellent call center in the life insurance industry for nine consecutive years in the '2022 Korea Service Quality Index (KSQI)' survey conducted by the Korea Management Association Consulting.

The Korea Management Association Consulting has been monitoring the service quality of call centers of numerous domestic companies and institutions annually since 2004, selecting and announcing companies that provide outstanding services as excellent call centers.

Dongyang Life Insurance emphasized that it received high scores in mystery calls conducted four times from May last year to the first quarter of this year in areas such as ▲service reception conditions ▲service consultation attitude ▲service task processing ▲service termination attitude, recognizing its differentiated service.

Dongyang Life Insurance explained that it supports continuous monitoring, awards for excellent counselors, and a coaching system for new employees to ensure thorough and strict call quality management.

In April, it established the Knowledge Management System (KMS), a counselor knowledge management system, to strive for faster and more accurate customer guidance. In addition, to enhance customer accessibility, it has been operating an AI contact center in collaboration with Naver Cloud since November last year.

A Dongyang Life Insurance official said, "We are very pleased to have our employees' efforts to approach customers more kindly recognized," adding, "We will continue to strive for customer satisfaction as a 'guardian angel protecting customers' health and happiness'."

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