KT Selected as 'Korea's Excellent Call Center' in KSQI for 12 Consecutive Years

KT announced on the 26th that it has been selected as Korea's Excellent Call Center for 12 consecutive years in the call center category of the Korea Service Quality Index (KSQI) for Korean industries, hosted by the Korea Management Association Consulting (KMAC).

The KSQI survey measures customer perspective quality performance of non-face-to-face contact services, which are the final value delivery points of companies, based on the characteristics of Korean industries and customers. In this survey's call center category, KT Customer Center was selected as an excellent call center in both the mobile communication and high-speed internet sectors.

KT announced that it has been selected as Korea's excellent call center for 12 consecutive years in the Call Center category of the Korea Service Quality Index (KSQI) for Korean industries, hosted by the Korea Management Association Consulting (KMAC).
[Photo by KT]

It is analyzed that the stable establishment of the AI Voice Bot, introduced in 2021, allowed counselors to focus more on delicate customer care. Operating the largest customer center in Korea, KT is actively attempting to combine various IT technologies and ultra-large AI to provide the best service experience to customers. KT is leading a paradigm shift in customer centers by further improving customer response quality and minimizing counselors' workload.

Through the 24-hour AI voice bot ‘Genie,’ KT Customer Center provides fast and accurate consultations without waiting for customer inquiries with about 12,000 FAQ scenarios covering approximately 187 types of tasks. Issues that ‘Genie’ finds difficult to handle are connected to specialized counselors in the relevant fields, enabling them to focus on providing deeper and more valuable services.

Additionally, the 'AI Consultation Assist' solution analyzes real-time Voice of Customer (VOC) and extracts optimal answers to support counselors in responding immediately. This solution contributes to standardizing accurate task processing and consultation quality by automatically classifying and summarizing VOCs from consultation records and managing customers' consultation histories.

The 'Consultation Assist QA (Quality Assurance)' solution automates consultation quality evaluation tasks and enables follow-up management such as statistical and evaluation reporting, thereby improving work efficiency. Moreover, KT’s ultra-large AI trust consultation summary, which enhances consultation summary accuracy to further shorten consultation time and provides multi-summary forms for complex consultations, is also preparing for nationwide commercial use.

With active AI support, KT Customer Center is focusing more on differentiated customer experience services that only humans can provide. This is because experiences where customers feel kindness and are moved are ultimately possible through counselors. KT is running a campaign that connects the hearts of employees and customers through five themes: empathy, respect, consideration, care, and value, and is practicing customer impression through 37 'Heart Connection Challenge' activities.

KT operates a dedicated center for people with disabilities, where about 130 specialized counselors provide customized services according to the type of disability. They communicate with customers in various ways, practicing social responsibility, including sign language consultation services without restrictions on mobile phone models and direct connection services to counselors for visually impaired customers.

In addition, KT annually promotes the 'Customer-Oriented Terminology Improvement Project' to reorganize difficult telecommunication consultation terms for easier customer understanding and to utilize them across all KT channels. As part of efforts to get closer to customers, KT is diversifying consultation channels and is especially deploying specialized counselors to the rapidly increasing ‘chat consultation’ service and expanding its operation.

KT also focuses on caring for internal customers, the consultation staff. They operate collaboration processes and consultation staff protection programs to prioritize improving the difficulties faced by consultation staff, and activities to encourage excellent employees and spread best practices, such as the CS Masters 'Kindness King' system, are being carried out.

Park Hyo-il, Executive Director of KT Customer Experience Innovation Headquarters, said, “KT takes pride in being Korea’s best customer center and will lead differentiated customer experiences and life changes through the synergy of AI-based innovative services and delicate, in-depth consultation services that only humans can provide.”

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