LG Electronics Selected as 'Top Company' in Call Center Quality Index

"Result of Continuously Considering from the Customer's Perspective and Operating Customized Consultations"

An LG Electronics employee is taking a photo to celebrate the company's selection as the top company in the Call Center Quality Index. / Provided by LG Electronics

[Asia Economy Reporter Kim Pyeonghwa] LG Electronics announced on the 28th that it was selected as the best company in the home appliances category in the ‘2022 Contact Center Quality Index (KS-CQI: Korean Standard Contact-Service Quality Index)’ evaluation hosted by the Korea Standards Association. KS-CQI is an index that scientifically measures the quality level of contact center services.

LG Electronics was chosen as the best company in the home appliances category for two consecutive years as a result of operating customized consultations with a customer-centric approach to provide customers with not just simple services but a ‘F·U·N (First, Unique, New) experience.’ Specifically, it received high evaluations for ▲ customized consultation services through customer segmentation ▲ dedicated ‘Senior Friendly’ consultations for senior customers ▲ sign language consultation services to improve service accessibility for customers with disabilities ▲ and improvements in employee experience based on communication and respect.

LG Electronics identifies the needs of each customer through customer segmentation and provides appropriate consultation services. It offers various consultation methods such as chatbots and provides a reservation service for consultations with the previous consultant on the same day for customers who require follow-up consultations. To enhance the convenience of consultation services for senior customers, it provides a visible ARS with large font buttons and a slow speech ARS for customers aged 60 and above. For sign language consultation services, it employs professional consultants qualified as sign language interpreters. LG Electronics plans to expand the scope of sign language consultation services to include purchases and rentals in the future.

Jung Yeon-chae, Head of Customer Value Innovation Division at LG Electronics, said, “We are pleased that LG Electronics was selected as the best company in the Contact Center Quality Index evaluation for two consecutive years,” and added, “We will continue to do our best so that all employees can fiercely consider the customer perspective and provide differentiated services.”

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