Shown above is the head office of TongYang Life Insurance in Seoul. The insurer was honored as the operator of the best call center for 10 consecutive years. Photo courtesy of TongYang Life

Consultancy gives best honors to TongYang in annual evaluation

South Korea’s TongYang Life Insurance announced on June 20 that its call center had been picked as the best one in an annual third-party evaluation.

The Korea Management Association Consulting (KMAC) gave the highest scores to TongYang’s call center in the 2023 Korean Service Quality Index (KSQI).

TongYang garnered the honor for 10 straight years from KMAC, a leading management consulting company specializing in the public sector.

The Seoul-based insurer said that its continued efforts to innovate the services had enabled the achievements.

Indeed, TongYang founded automatic response system-based services and the artificial intelligence contact center earlier than its competitors.

Its knowledge management system for the call center has been benchmarked by other insurance companies, which have tried to improve their call center services.

At the same time, the company has tried to care about its call center staff, who are vulnerable to the risks of being emotionally scarred due to demanding clients.

TongYang picks the best staff members every year to offer extra benefits as well as provide healing education and various other care on top of coaching services.

“Our staff members at the call center put forth great efforts together with our back-office employees so that we could become the best operator of the call center,” a TongYang official said.

“Going forward, we will continue to pull out all the stops to come up with customized services.”

The publisher studied Korean history in Seoul and management of business administration in the United Kingdom. He has 20-year experiences in the media business. Kim can be reached at or 82-2-6956-6698.