Kiturami Boiler Selected as 'Excellent Company in Call Center Quality Index' for Five Consecutive Years

Expanding Various Policies
to Protect Consultants and Enhance Professional Competence

On September 22, Kiturami announced that Kiturami Boiler was selected as an excellent company in the home boiler category for the fifth consecutive year in the '2025 Call Center Quality Index (KS-CQI)' survey organized by the Korean Standards Association.

Kiturami Boiler received the highest score in the home boiler category for the overall call center quality index. In particular, in the monitoring survey where professional evaluators assess according to detailed criteria, the reliability category received a perfect score, highlighting the high level of expertise among call center consultants.

The reason Kiturami Boiler call center consultants are able to provide highly reliable and professional service is the stable and long-term work environment. Kiturami operates its call center directly through its headquarters, and nearly 90% of all consultants have worked for more than one year. Their average length of service is around 10 years, with most employees maintaining long-term employment.

Additionally, Kiturami has implemented several policies to protect the psychological well-being of consultants who face various unexpected situations on the front lines of emotional labor. These include: ▲ broadcasting the 'Warmth Sharing Connection Tone' before connecting calls to raise customer awareness of human rights; ▲ allowing consultants to end calls first with abusive customers through the 'Consultant-Initiated Call Termination' policy; and ▲ appointing 'Malicious Complaint Specialist Managers (ESC)' to handle unavoidable malicious complaints.

The 'Kiturami Boiler KakaoTalk Channel,' introduced in 2018, also plays a key role in customer service and significantly reduces consultants' workloads. With 670,000 subscribers, the Kiturami Boiler KakaoTalk Channel handles about 30% of annual call center A/S requests by offering instant accessibility without wait times. During the winter season, when boiler-related inquiries peak, it processes up to 38% of all requests.

A representative from Kiturami Boiler stated, "We will continue to innovate service quality to create a call center environment where both customers and employees are happy."

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