Regional Government Civil Complaint Hotline 120, Ulsan 'Haeuli Call' Ranked First for 4 Consecutive Years

Korean Standards Association 'Call Center Quality Index' Evaluation

Did you know that the ‘local government’ is embedded in the phone call you make?

No matter the region, dialing 120 connects you to the civil service call center of that area’s metropolitan local government. The responding counselor addresses your questions and resolves possible civil complaints for that region.

The 120 number in Ulsan is called ‘Haeuli Call.’ In Seoul, it is named ‘Dasan Call,’ and in Busan, it is called ‘Baro Call.’

Among these small local governments within the phone system, the ‘Ulsan 120 Haeuli Call Center’ was ranked first in the ‘Metropolitan Local Government’ category of the ‘2023 Call Center Quality Index (KS-CQI)’ evaluation conducted by the Korea Standards Association.

This Haeuli Call Center has achieved first place for four consecutive years since 2020 and has been selected as an excellent call center for nine consecutive years, making it difficult to find a competing call center.

The Call Center Quality Index (KS-CQI) is a call center counseling service quality index developed by the Korea Standards Association to promote the development and competitiveness of the domestic call center industry.

This year, from May to July, a survey was conducted over approximately three months targeting 217 companies across 54 industries and 38 special/metropolitan cities and public institutions nationwide. The survey assessed ‘call center customer satisfaction’ (7 items) and ‘monitoring evaluation’ (5 items), selecting call centers that scored above the overall average as ‘excellent call centers.’

The combined score of the Ulsan 120 Haeuli Call Center for this year’s call center customer satisfaction and monitoring evaluation items was 80.5 points, 4.5 points higher than the overall average of 76 points. Among special/metropolitan cities, Ulsan was the only call center with scores above the average in all 12 categories, including △reliability △kindness △proactiveness.

An official from Ulsan City explained, “Since January this year, we switched the operation method of the ‘Ulsan 120 Haeuli Call Center’ from private consignment to direct operation and established regulations to protect counselors. As a result of efforts to improve counselor treatment, counselor job satisfaction has increased, and counseling quality has also improved.”

Ulsan City Hall.

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