KB Securities Customer Center, Selected as 'Excellent Call Center' in 2025

[Financial News] KB Securities announced on the 29th that its customer center was selected as an 'Excellent Call Center' in the call center category of the '2025 Korea Service Quality Index (KSQI)' announced by Korea Management Association Consulting (KMAC).
KSQI is a representative evaluation index that objectively measures customer consultation quality in non-face-to-face channels, and including this award, the KB Securities customer center has firmly maintained the top position in the industry for three consecutive years.
Last October, it was also selected as an excellent institution for three consecutive years in the 'Call Center Quality Index (KS-CQI)' evaluation hosted by the Korea Standards Association, receiving recognition for excellence in all major domestic call center evaluations.
The KB Securities customer center has introduced an AI Contact Center (AICC) and applies advanced technologies such as AI-based voice recognition, text analysis (STT/TA), and real-time consultation monitoring throughout the consultation system. This year, they enhanced the consultation knowledge management system (KMS) to further strengthen the system that can respond more quickly and accurately to customer inquiries.
In addition, through the 'Link Service' connected with affiliates of KB Financial Group such as banks, insurance, and cards, they have implemented a one-stop consultation system, allowing customers to receive various financial services seamlessly at a single window. This is a consultation service that embodies the synergy and customer-centric philosophy of KB Financial Group, greatly contributing to enhancing competitiveness in non-face-to-face channels.
KB Securities is also making continuous efforts to enhance the internal operating system for improving consultation quality. Specifically, they regularly conduct CS mindset education to systematically manage consultation capabilities through issue-specific response manuals and regular diagnostic systems, and they are operating various programs such as the 'Healing Picnic' family invitation event held at amusement parks to improve the working environment and work-life balance of consultation staff and enhance satisfaction.
Lee Hong-gu, CEO of KB Securities, said, "Being selected as an excellent call center for three consecutive years is evidence of trust in the service quality provided at the point of contact with customers," and "In the future, the KB Securities customer center will continue to enhance digital-based consultation quality innovation and customer-centric consultation culture to further increase competitiveness as a financial partner growing together with customers."
Financial investment products may result in a loss of principal depending on the investment outcome, and this is attributed to the investor.khj91@fnnews.com Kim Hyun-jung Reporter