Satisfaction with Gyeonggi Call Center Rated at Over 90% for 3 Straight Years (2012.01.12)

93% in 2009 → 93.5% in 2010 → 93.2% in 2011
Fast Direct Connection to Phone Counselors Highly Regarded

◇ The Gyeonggi Call Center (+82-31-120) has earned a satisfaction rating of over 90% for three consecutive years, reaffirming that provincial residents hold the center’s services in high regard.

The Gyeonggi Call Center was highly rated by provincial residents, receiving a satisfaction rating of over 90% for the third year in a row.

Gyeonggi Province announced on January 12 that, according to a poll commissioned by the provincial government on ‘Provincial Residents’ Satisfaction with the Gyeonggi Call Center’, 93.2% of the respondents said they were satisfied with the services.

Oh Hyeon-suk, head of the Public Service Center, said, “The rate of satisfaction was 89.6% in 2008, when the call center opened, then jumped to 93% in 2009 and 93.5% in 2010. So the rate of satisfaction with the center has exceeded 90% for the last three years.

According to the poll, the highest rating of 97.3% was given for counselor kindness, followed by 92.1% for the speed of telephone connection with the counselors and 90.4% for the accuracy of the information provided.

Gyeonggi Province said that the major reason for the high satisfaction rating was the direct telephone connection to the counselors, a service that has been offered since the center’s opening in 2008 and which is still available only at the Gyeonggi Call Center.

A typical call center system involves ARS instructions, and connection to a human is only possible after the caller pushes a button according to the ARS instructions. At the Gyeonggi Call Center, calls are answered directly by one of the counselors.

The official in charge said, “It takes more than 20 seconds to talk to an operator going through ARS, but it takes only seven seconds, on average, to reach a counselor at the Gyeonggi Call Center.

The service offered by the center was positively rated by 91.5% of the respondents, reflecting the fact that connection with a counselor generally takes much less than 20 seconds.

When questioned how they found out about the call center, 32.6% of respondents said ‘by recommendation’,followed by 11.7% ‘through TV or radio’, 9.2% ‘through the Internet’, 6.9% ‘through 114 directory assistance’, 4.0% ‘through publications issued by Gyeonggi Province’, and 1.1% ‘through the Gyeonggi Province website’.

The poll was conducted between November 23 and 30 of 1,000 Gyeonggi Call Center users. It has a margin of error of plus or minus 3.1%.

The Gyeonggi Call Center plans to begin offering its services in five other languages including English, Japanese, Chinese, Vietnamese and Mongolian from May 2012. The center also plans to begin operating MMS (Multimedia Messaging Service) and smart phone services as well as a call-back system. It will also expand the current counseling manual by 50% and integrate all call center services, either for provincial offices or affiliate/business offices, into one ‘120’ number soon.

ⓒG-News Plus /Im Jeong-seon isim123@hanmail.net

http://gnews.gg.go.kr/news/news_detail.asp?number=201201121211117136C048&s_code=C048