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.”
