Korea Standards Association Holds Call Center Quality Index Certification Ceremony

First-Ever Survey of AX Contact Center Innovation Award

The Korea Standards Association announced on September 22 that it has released the results of the "2025 Call Center Quality Index (KS-CQI)" survey, which comprehensively evaluates the quality of call center services provided by Korean companies and public institutions. Since its introduction in 2012, the KS-CQI has annually assessed and published the service quality of call centers for both companies and public organizations. The evaluation combines customer satisfaction surveys and telephone monitoring, and the assessment model consists of seven dimensions and 39 detailed evaluation items.

This year, the average score for all companies was 74.2 out of 100, marking an increase of 0.3 points from the previous year and indicating an overall improvement in call center service quality. Specifically, customer satisfaction rose by 0.8 points to 67.6, while telephone monitoring dropped by 0.3 points to 80.7.

Attendees of the 2025 Call Center Quality Index (KS-CQI) certification award ceremony are taking a commemorative photo. Korea Standards Association

Based on these results, the association selected the top-performing and outstanding companies in each industry category. Eleven companies were named as the best performers this year, including LG Electronics (home appliances, for six consecutive years), Shinhan Bank (commercial banks, for eleven consecutive years), and Hyundai Motor Company (automobiles, for fourteen consecutive years). In addition, Samsung Life Insurance (life insurance, for thirteen consecutive years), Samsung Securities (securities, for seven consecutive years), and the Government Employees Pension Service (fund management-type quasi-government institution, for three consecutive years) were recognized as outstanding companies. KT Alpha Shopping was inducted into the Hall of Fame after being named an outstanding company for ten consecutive years.

Moon Dongmin, President of the Korea Standards Association, stated, "This year, we introduced the 'AX Contact Center Innovation Award,' which separately evaluates AI-based customer response systems, establishing new evaluation standards in line with the evolving contact center environment. Going forward, the association will continue to lead service quality innovation suitable for the age of artificial intelligence and take the initiative in creating a sustainable service environment where both companies and customers can be satisfied."

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