Kiturami Boiler Selected as 'Call Center Quality Index (KS-CQI) Excellent Company' for 2 Consecutive Years

Kiturami Boiler has been selected as an excellent company for two consecutive years in the Call Center Quality Index (KS-CQI).
[Photo by Kiturami Boiler]

[Asia Economy Reporter Kim Jong-hwa] Kiturami Co., Ltd. announced on the 31st that Kiturami Boiler was selected as an excellent company for two consecutive years in the '2022 Call Center Quality Index (KS-CQI)' survey conducted by the Korea Standards Association.

The 'Call Center Quality Index' is an evaluation index model by the Korea Standards Association that measures the quality of call center consultation services of 244 companies and institutions across 59 industries in Korea. From June to August this year, a 'phone monitoring survey' targeting call center agents and a 'satisfaction survey' targeting call center users were conducted to calculate the index.

Kiturami Boiler achieved balanced scores across 39 detailed evaluation items in seven components: △ fundamental service, △ additional service, △ reliability, △ friendliness, △ proactiveness, △ accessibility, and △ physical environment, and was selected as an excellent company in the home boiler sector for the second consecutive year following last year.

Kiturami is continuously innovating its services to establish a top-level customer satisfaction system while also striving to improve systems to foster a healthy consultation culture.

In 2018, it introduced the industry's first chatbot-based 'KakaoTalk AS Reception Service' and has been leading customer satisfaction improvement through continuous upgrades. The KakaoTalk AS Reception Service, which operates 24 hours without waiting time and has dramatically improved customer accessibility and convenience, surpassed 320,000 Plus Friends as of October this year, recording the highest number of users in the boiler industry and becoming a key service channel for Kiturami.

Additionally, various systems to protect consultants, such as mandatory assignment of break times for agents and a specialized manager system for malicious complaints (ESC), have been established. Regular job training is conducted to cultivate expertise and continuously provide customer satisfaction services.

A Kiturami Boiler official said, "We are grateful for the efforts of our employees who led service quality improvement and the unwavering support of our customers," adding, "We will continue to build the best service environment that satisfies both customers and employees through service innovation for high-quality customer response and improvement of the working environment for consultants."

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