LG Uplus Becomes First in Telecom Industry to Receive 'Customer Delight Call Center' Certification

First telecom company to receive 'Customer Delight Call Center' certification
LG Uplus recognized for excellence in empathy and service quality

LG Uplus announced on the 21st that it has received the 'Customer Delight Call Center' certification in the mobile telecommunications and high-speed internet (home service) sectors at the Service Quality Index (KSQI) hosted by the Korea Management Association Consulting. This is the first time a telecommunications company has received the Customer Delight Call Center certification.

The Service Quality Index is an indicator that reflects customers' perceived quality of service. Since 2004, the Korea Management Association Consulting has annually released survey results on service quality in the call center sector.

LG Uplus announced on the 21st that it has received the 'Customer Delight Call Center' certification in the mobile telecommunications and high-speed internet (home service) sectors at the 2025 Service Quality Index (KSQI) hosted by the Korea Management Association Consulting. An LG Uplus customer center employee who received the Customer Delight Call Center certification. Provided by LG Uplus

LG Uplus received high scores in service quality areas such as call connectivity, greeting and closing attitudes, and proactive guidance. In the empathy category, it was highly rated for tone and nuance, basic empathy, and advanced empathy.

To improve consultation quality, LG Uplus is providing focused training for its consultants on language use and proper expressions of empathy. The company is also reviewing conversation content and raising the standards for evaluating consultation quality.

LG Uplus has built a hyper-personalized consultation system that enables customers to easily handle their needs by applying artificial intelligence (AI) technology to call bots, chatbots, and automated response systems (ARS). Consultants can also use AI technologies such as speech recognition and text analysis to automatically check suitable plans and value-added services for customers directly on their consultation screens.

Seo Namhee, Head of Customer Value (CV) at LG Uplus, stated, "It is very meaningful that we have proven our customer-centric innovation by becoming the first in the telecommunications industry to receive the Customer Delight Call Center certification," adding, "We will continue to combine LG Uplus's unique empathy with AI-based consultation technology to deliver innovations that exceed customer expectations."

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