KB Securities Selected as 'Excellent Call Center' for 3 Consecutive Years

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 the 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 its top position in the industry for three consecutive years.

In October last year, 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), applying advanced technologies such as AI-based voice recognition, text analysis (STT/TA), and real-time consultation monitoring throughout the consultation system. This year, the consultation knowledge management system (KMS) has been enhanced to further strengthen the system that can respond more quickly and accurately to customer inquiries.

In addition, through the 'Link Service' connected with KB Financial Group affiliates such as banks, insurance, and cards, a one-stop consultation system has been implemented, 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 its internal operating system for improving consultation quality. Specifically, by regularizing customer service (CS) mindset education, systematically managing consultation capabilities through issue-specific response manuals and regular diagnostic systems, and improving the working environment and work-life balance of consultation staff, various programs such as the 'Healing Picnic' family invitation event held at amusement parks are also being operated.

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," adding, "In the future, the KB Securities customer center will further enhance its competitiveness as a financial partner growing with customers by strengthening digital-based consultation quality innovation and customer-centric consultation culture."

khj91@fnnews.com Kim Hyun-jung Reporter