Shinhan Life Selected as Excellent Call Center for 18 Consecutive Years

[Asia Economy Reporter Changhwan Lee] Shinhan Life announced on the 26th that it has been selected as an excellent call center for 18 consecutive years in the 'Korea Service Quality Index (KSQI)' survey conducted by the Korea Management Association Consulting (KMAC).

Shinhan Life explained that it received high evaluations in service quality areas such as △call reception conditions △greeting △consultation attitude △task processing △closing attitude.

In particular, despite the reduction in call center staff due to the spread of COVID-19, it was selected as the '2022 Korea Platinum Call Center' through continuous recruitment and thorough management to maintain customer service. This title is awarded to call centers that have received excellent evaluations in service quality for 10 consecutive years.

Shinhan Life introduced various authentication methods (mobile phone, KakaoPay authentication, etc.) to improve customers' accessibility to digital channels for service improvement.

Through the AI Contact Center project, AI voice bot services were implemented to provide immediate service for inbound/outbound consultations or processing tasks without waiting for a connection to a counselor.

A Shinhan Life official said, “On the 23rd, through the integration of the call center system and the advancement of the counselor program, rapid consultation classification that meets customer needs became possible,” adding, “We will strive even harder to provide the best service to enhance customer value.”

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