HUG Named Outstanding Call Center for Second Consecutive Year, Halving Consultation Times

[Financial News] The Korea Housing & Urban Guarantee Corporation (HUG) has been recognized for the quality of its customer service and was named an outstanding institution for the second consecutive year.
According to HUG on the 16th, HUG President Choi In-ho said the corporation was named an outstanding institution in the quasi-market public enterprise category for the second consecutive year in the 2026 KS-CQI Call Center Quality Index Survey, organized by the Korean Standards Association (KSA) on the 15th.
The KS-CQI survey evaluates the overall quality of call center services through telephone monitoring of counselors and satisfaction surveys of call center users.
HUG was recognized for significantly improving customer satisfaction through enhancements to its consultation system, customized counseling, and quality improvements based on satisfaction surveys. Specifically, after identifying the high volume of inquiries about jeonse deposit returns, HUG established a dedicated team to provide prompt and accurate consultations. It also introduced a proptech-based integrated housing price lookup screen into its consultation system, cutting the consultation time for jeonse deposit return guarantees from five minutes to two minutes and 30 seconds, roughly halving the time. HUG also provides counseling tailored to customer needs, including video consultations and a “Slowly Guidance Service” for middle-aged and older customers.
HUG has also completed preparations for the Jeonwolse Safe Trust program, which is expected to begin accepting applications soon, including assigning and training counselors and revamping its consultation system. Because tenants and landlords require different information, HUG plans to respond to inquiries through a customized counseling system for each type of customer.
President Choi In-ho said, “Being selected as an outstanding institution for two consecutive years is the result of our continued efforts to provide customer-centered services. We will continue to improve the quality of consultations at our call center, the primary communication channel with customers, and provide services that customers can be satisfied with and trust.”
[email protected] Jung Kyung-soo Reporter