GM Korea's customer service centre has been named the best call centre in the 2024 Korea Service Quality Index (KSQI) by the Korea Management Association Consulting (KMAC) for the 21st consecutive year. To celebrate the award, William Henrie, executive vice president of after-sales service for GM's overseas operations, and employees gathered at GM Korea's Bupyeong headquarters on Tuesday to congratulate the call centre's managers and outstanding agents for their hard work.
"GM Korea's 21st consecutive year as a Call Centre of Excellence is a significant achievement, as only four other companies in the survey were named, and is a testament to our agents' professionalism and commitment to service excellence at the customer's point of contact," said Henry. "We will continue to strive to ensure that our customers are satisfied with exceptional service that matches the quality of our vehicles."
The KSQI Call Centre Survey, which was launched in 2004 by Korea Efficiency Association Consulting, is an authoritative indicator of the service quality of Korean companies and is designed to diagnose and evaluate the service level of call centres, the most popular non-face-to-face contact channel used by consumers. In 2024, the survey was conducted on 346 companies in 53 industries, and is considered to be highly reliable because it is conducted through more than 100 actual consultation calls.
GM Korea's contact centre received high scores in all evaluation categories, including reception, customer service, attitude, handling, and closure, earning the honour of being named the best call centre for the 21st consecutive year. 60% of all agents have more than three years of experience and are highly professional, and to provide differentiated customer service and an outstanding customer experience, the company has established a system to quickly transfer and manage customer complaints to the appropriate business departments such as service and sales.
The company also uses big data to analyse and support its own consultation history, and conducts happy calls to customers who use the customer service centre to evaluate and reflect the customer satisfaction of the customer service centre on a monthly basis.
In addition, we actively use online platforms such as KakaoTalk, YouTube, and homepage consultation to make it easier for customers to use our services. In particular, the 'Lighthouse Service', an infotainment service that introduces vehicle usage and functions through YouTube, has received a great response from customers, with about 1,110 videos uploaded to date and a cumulative total of about 5 million views.
Meanwhile, GM Korea has been operating a dedicated Chevrolet maintenance appointment call centre since last year to enhance the convenience and communication of maintenance services for Chevrolet owners due to the expansion of imported premium products. In addition, GM Korea also operates a dedicated call center for ACDelco, a global aftermarket parts and service brand, to strengthen customer communication for each of GM's individual brands and provide a personalised and customized service experience for each brand.
In addition, GM Korea plans to open the Seoul Service Centre in July, which will provide a one-stop premium service experience from product experience, purchase and service to strengthen customer service in Korea for its premium product lines of Chevrolet, GMC and Cadillac. At the same time, the Dong Seoul Service Centre and Wonju Service Centre are under construction as state-of-the-art service centres.
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