Gyeonggi Province holds the signboard hanging ceremony in celebration of the international quality certification of 120 Gyeonggi Call Center 

120 Gyeonggi Call Center held the signboard hanging ceremony in celebration of the international quality certification (ISO9001) on November 4 in front of the Public Service Center. ⓒ Gyeonggi G-News Yoo Je-hoon

120 Gyeonggi Call Center, which established the first and only 24-hour operation system in Korea, held the signboard hanging ceremony in celebration of the international quality certification (ISO9001) on November 4.

Gyeonggi Governor Kim Moon-soo, EQA director Kim Sun-dong, examinant Cho Won-haeng, Local Administration Bureau chief administrator Lee Byung-gwan, and Public Service Center director Lee Se-jeong attended the ceremony, which was held in front of the Public Service Center of Gyeonggi-do Provincial Government.

Governor Kim put up the certification plaque and went to the Call Center to light up Dajeong, the Gyeonggi Call Center character. Then he offered words of encouragement to the Public Service Center employees and Call Center counselors while he looked around the Call Center, after which he talked with Lee Byung-gwan and Lee Se-jeong.

“The Public Service Center employees and Call Center counselors probably suffer many hardships,” said Governor Kim. “There are so many different civil complaints that even I, as the Gyeonggi Governor, don’t know many of them. He complimented the employees on their efforts and listened to the explanations about fields that have the most civil complaints as well as counselor education and treatment.

“Civil complaints are mostly raised by people who call in anger after waiting for a long time, so many of them are in an emotional state,” said Public Service Center director Lee Se-jeong. “Call Center counselors are especially stressed because they must be kind at all times. Occasionally some people call for psychological problems at night, and we never hang up first. But in this case, the caller is charged for the call.”

“I hope you pursue regular outdoor activities to reduce stress for counselors such as going on a tour of Gyeonggi when the weather is good,” said Governor Kim. “It will not only relieve stress but also help the counselors provide better answers for questions about certain places if they’d had personal experiences of visiting. Please proceed with this plan actively considering shift work.”

He then added, “I appreciate the great work done by the Public Service Center employees and 120 Gyeonggi Call Center counselors. I request you to keep the Call Center awake 24/7 so that it can play the role of the foremost window of the provincial government communicating with the residents.”

Lighting ceremony of Gyeonggi Call Center character Dajeong. ⓒ Gyeonggi G-News Yoo Je-hoonGovernor Kim is taking a commemorative photograph with Kim Sun-dong and Call Center employees. ⓒ Gyeonggi G-News Yoo Je-hoon

Gyeonggi Call Center opened in May 2007 and has been open 24/7  to provide prompt and kind telephone counseling services for any question about Gyeonggi Province.

Gyeonggi Call Center counselors are sent in after completing basic training programs before they join, and they receive education on provincial government issues and information briefing every month.

Currently 65 employees work in shifts, with 49 in day duty, ten in night duty and six in graveyard shift. SNS counseling services are provided, and volunteer interpreters are on standby for multicultural families and foreign residents. Sign language services are also provided for the hearing-impaired, offering all kinds of services regardless of region or language.

Most civil complaints or consultations at Gyeonggi Call Center are about transportation and daily life, especially questions about road damages or transportation schedule. The rate of successful solution within the Center is as high as 95%, indicating that there is a high satisfaction level. On November 1, public officials from Japan visited the Center to benchmark the 24-hour operation system, which shows that the 120 Gyeonggi Call Center is setting a good example in the field of public services.

Gyeonggi Province acquired the KS certification in the call center service area in October 2010 by the Korean Standards Association. Prior to the ISO9001 certification, the province has enacted one manual and 18 regulations, and has prepared for detailed deliberation of 117 items.

Gyeonggi Province received the certification of ISO9001: 2008(Call Center Quality Management System) on an international-level evaluation of the call center operation system and ability of 117 items in November 15. This will be valid for three years until November 14, 2016, and the certification authority is EQA KOREA.

A survey conducted on the satisfaction level of Gyeonggi Call Center in the second-half year of 2013 targeting 1,000 users showed that 806 respondents (97.6%) were satisfied with kindness, professionalism and promptness.

Other than telephone counselling services at 120, Gyeonggi Call Center also provides public service on the exclusive Public Service Center smart phone application Gyeonggi Smart 120 (http://120.gg.go.kr) as well as Twitter and Facebook.

The participants are taking a commemorative photograph after the signboard hanging ceremony for the international quality certification on  November 4 in front of the Public Service Center. ⓒ Gyeonggi G-News Yoo Je-hoon

ⓒGyeonggi G-News | Lim Se-jin yh48635@nate.com 

http://gnews.gg.go.kr/news/news_detail.asp?number=201312041627327055C048&s_code=C048