Kiturami Boiler, 'Call Center Quality Index' Excellent Company for 3 Consecutive Years
Highest Score Achieved in Home Boiler Sector
Customer Service Innovation Centered on KakaoTalk Channel
Kiturami (CEO Kim Hak-su) announced on the 8th that Kiturami Boiler has been selected as an excellent company for three consecutive years in the household boiler category in the '2023 Call Center Quality Index (KS-CQI)' survey conducted by the Korea Standards Association. Kiturami Boiler achieved the highest score in the household boiler category in the KS-CQI comprehensive score, which combines call center usage satisfaction surveys and telephone monitoring evaluations, securing its place as an excellent company in the call center quality index for three consecutive years.
To provide customer satisfaction services, Kiturami is advancing its call center system while actively establishing systems to improve the work efficiency of counseling staff. In particular, the 'Kiturami Boiler KakaoTalk Channel,' accessible 24 hours a day, 365 days a year, is evaluated as leading customer service innovation based on its high convenience. Through the 'Request A/S' menu, customers can easily apply for services without waiting time, resulting in high customer satisfaction even during the winter season when boiler-related inquiries are concentrated. The Kiturami Boiler KakaoTalk Channel has reached 350,000 subscribers five years after its service launch. It handles 30% of the total A/S requests at the customer center through the KakaoTalk channel, contributing to improving the work efficiency of counseling staff.
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Kiturami is devoting great effort not only to upgrading systems for providing high-quality counseling services but also to protecting counseling staff. Various systems are supported, including ▲ the ‘Warmth Sharing Connection Tone’ broadcasted before connecting counseling calls to raise customers’ awareness of respecting counselors’ human rights ▲ the ‘Malicious Complaint Specialist Manager (ESC)’ who handles malicious complaints difficult for general counselors to manage ▲ and mandatory rest time assignments during work for counselors’ mental and physical healing.
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