Daegu Bank Selected as 'Excellent Call Center' ... "Continuously Striving to Improve Consultation Quality"

DGB Daegu Bank was selected as an excellent call center in the call center category of the ‘2023 Korea Service Quality Index (KSQI)’ organized by the Korea Management Association Consulting (KMAC).

This year’s call center survey was conducted over 10 months with a total of 100 surveys targeting call centers of 334 companies and institutions across 55 industries. The evaluation was divided into service quality and empathy areas, with a total of nine evaluation items. DGB Daegu Bank received excellent scores in the ‘Greeting’ and ‘Consultation Attitude’ categories, making it the only regional bank selected as an excellent company.

On the 19th, a certificate awarding ceremony was held at the Daegu Bank headquarters in Suseong-gu, Daegu. (From left: Lee Rip, Executive Director of Korea Management Association Consulting; Kim Eun-hee, Head of Digital Consulting Department at DGB Daegu Bank; Hwang Byung-woo, President of DGB Daegu Bank)

In response to environmental changes in the digital finance era, DGB Daegu Bank’s call center has implemented various service improvements.

For example, as consultation times increased due to branch closures, they analyzed cases with long waiting times and improved consultation speed. In particular, for the rapidly increasing non-face-to-face consultations related to telecommunication financial fraud, a representative improvement was the enhancement of the IT process that immediately suspends payments from all banks involved as soon as the consultant identifies the issue, enabling faster consultations.

Focusing on ‘listening and empathy,’ which can be considered the core of customer consultation, is also a traditional strength of DGB Daegu Bank’s call center.

Through customized training for each case, they provide natural expressions of empathy and consultations tailored to the customer’s perspective. At the same time, by strengthening expertise and conducting regular monthly training and coaching, they consistently maintain excellent and systematic consultation quality.

Jin Young-su, head of the IMBANK Division, said, “I deeply appreciate the call center staff who continuously challenge and implement changes to improve consultation quality. I believe this result reflects the efforts of customers who reported inconveniences and improvement points through the call center and the employees who actively incorporated this feedback.”

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