LG Electronics Enhances Global Call Center Capabilities... Operates 'Global Integrated Situation Room'

Spreading Customer Contact Expertise Worldwide
Operating Call Centers in Over 40 Countries
Establishing Internal Expert Teams

LG Electronics is spreading its know-how in customer contact areas such as consultation, sales, and repair worldwide.

Hi-Tele Service, a subsidiary specializing in LG Electronics Bestcare consultation, announced on the 4th that starting this year, it will enhance the capabilities of global consultation centers through an internal expert organization composed of outstanding consultation consultants and organizational operation specialists. They plan to transfer Hi-Tele Service’s customer consultation know-how, talent development, and organizational operation methods, and collaborate with global communication experts to provide systematic consulting reflecting regional characteristics.

An LG Electronics official explained, "This is to reduce service quality disparities caused by differences in culture and work environments in each region and to uniformly raise the service level of overseas consultation centers."

LG Twin Towers in Yeouido, Seoul.
Photo by Yonhap News

LG Electronics operates online consultation centers including phone and chatbot support in over 40 countries worldwide, supporting more than 50 languages, including the Philippines, India, Canada, Brazil, and China. Based on last year’s global field inspections conducted by Hi-Tele Service to understand regional conditions, LG Electronics’ Global Integrated Situation Room will take the lead in accelerating practical support starting this year.

First, to enhance the expertise of global consultation consultants, outstanding consultants from Hi-Tele Service will be dispatched to transfer consultation know-how. They will provide training on customer-oriented problem-solving approaches and solutions. An English version of the content from LG Electronics’ self-operated education platform, "Baeummadang," will also be supported.

Additionally, they will engage in consulting for talent development systems that can nurture consultation experts in the long term and for efficient organizational management. The intention is to continuously improve the overall level of global consultation centers through ongoing change management.

To qualify for supporting global consultation centers, Hi-Tele Service’s consultation consultants will also receive systematic expert training courses. Language education for global communication will be expanded, and through focused training based on each consultant’s core competencies, they plan to develop consultation experts recognized globally for their capabilities.

Furthermore, LG Electronics is spreading service capabilities worldwide in various customer contact areas such as sales and repair through dispatching outstanding employees and inviting overseas subsidiary staff for training.

Jung Yeon-chae, Vice President and Head of LG Electronics Customer Value Innovation Division, said, "We will enhance the expertise of overseas consultation centers to improve global service quality and provide customers with differentiated experiences."

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