KHFC Contact Center selected as Call Center of Excellence by KMAC
- Date 2010-04-20
- Views 1,760
On April 20, 2010, Korea
Housing
Finance Corporation (KHFC, CEO Joo-jae Lim) announced that its Contact Center was
selected as Call Center of Excellence in the 2010 Korea Service Quality Index
(KSQI) call center category by Korea Management Association Consulting
(KMAC).
The Call Center KSQI is an
index showing the level of customer satisfaction on service quality. Based on
an investigation of corporate customer services by sector encompassing the
entire customer service process from pre-consultation to post-consultation, the
KMAC selects Call Center of Excellence among those with low defect service
rates and high service quality maintenance rate.
KHFC’s Contact Center measures
customer satisfaction levels by conducting a satisfaction survey of service
users, the results of which are used to enhance the call quality management
system that helps ensure high-quality call services. The Contact Center also
improves its training program to ensure accurate consultations based on a
standard manual and oversees the improvement of its service quality by
operating a Contact Center operation council.
The Contact Center also
received the Excellence in Service Quality certification from the Korean
Standards Association in December of last year.