Gyeonggi Call Center the First to Obtain KS Certification


– The Gyeonggi Call Center (031-120) has received KS certification, a first for a provincial call center. © G-News Plus

The Gyeonggi Call Center (031-120) has received Korean Industrial Standard (KS) certification, a first for a provincial call center. The provincial government interprets this as the result of its efforts to build a phone consultation database, prepare manuals, establish guidelines and train phone counselors so as to improve service quality.

“The KS certification reflects our high standards. We’re glad to have this chance to widely publicize our call center,” said Lee Gwan-Soo, manager of the 24/365 Public Service Office. “If you have any questions about the provincial administration, please feel free to call. We will do our best to help.”

– KS certification given to the Gyeonggi Call Center. © G-News Plus

The Gyeonggi Call Center has answered inquiries from the public since it opened in May 2007, and has achieved a customer satisfaction rate of 95.7%. In particular, it has resolved chronic problems of administrative agencies such as endless call transfers, brusque responses and long waiting times. Users have expressed a high degree of satisfaction with the courteous service provided by trained counselors.

In its early days, counselors received an average of 800 phone calls a day but, as of October 2010, they received 3,350 calls. The call center had previously operated only on weekdays, but from this year it has been operating 24 hours a day, 7 days a week, and has thus has dealt with 895,957 civil affair cases this past year. Questions about traffic problems accounted for 43% of the calls (385,211 cases), followed by administrative affairs (15.2%; 136,322 cases), the issuance of passports and civil affairs (9.4%; 84,591 cases) and civil complaints (2.4%; 21,672 cases).

As of November 2010, a total of 46 phone counselors work for the call center around the clock, all year round.
© G-News Plus / Lee Dong-Ryoul yeory@kg21.net 

–  Original Text: http://gnews.gg.go.kr/news/news_detail.asp?number=201011091715439264C048&s_code=C048