IBK Industrial Bank, Selected as 'Korea's Excellent Call Center' for 18 Consecutive Years

IBK Industrial Bank announced on the 10th that it has been selected as an ‘Excellent Call Center in Korea’ for 18 consecutive years in the call center category of the ‘2024 Korea Service Quality Index’ (KSQI) organized by the Korea Management Association Consulting (KMAC).

Korea Management Association Consulting evaluates the Service Quality Index (KSQI) of call centers of 346 companies across 53 domestic industries and selects the ‘Excellent Call Centers in Korea’ annually.

IBK Industrial Bank’s customer center has prioritized fast and convenient service processing and has made various efforts including ▲strengthening call reception conditions ▲improving consultation quality ▲continuing digital transformation ▲fulfilling the role of a policy financial institution.

As the number of non-face-to-face exclusive products increased, IBK’s customer center segmented call reception into specialized consultation, general consultation, and chat/chatbot consultation, handling about 35,000 calls daily and maintaining a 97% response rate.

To improve consultation quality, a professional training team provides regular customized education to employees, and a real-time help desk is operated to enable fast and accurate service processing for customers.

IBK’s customer center is also continuously striving for digital transformation. In 2020, it introduced the country’s first ‘Voice Identity Verification Service,’ allowing financial consultations through voice authentication alone. In October last year, it launched the AI voice bot ‘IBK Baro,’ which automatically calls customers to perform eight types of notification tasks such as financial product maturity guidance and thank-you messages for product subscriptions.

Additionally, as a policy financial institution, it supports consultations for policy financial products such as ‘Akkim-e Home Loan’ and ‘Youth Housing Dream Subscription Savings.’ This year, to participate in the government’s ‘Non-face-to-face Financial Fraud Responsibility Sharing Standard’ system, it has expanded the telecommunication financial fraud consultation team.

An IBK Industrial Bank official said, “We will continue to provide services that quickly and accurately meet customer needs as Korea’s top policy financial institution.”

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