Shinhan Life Strengthens Dedicated Call Center for Seniors; 92% Connected to Agents Within 20 Seconds

[Financial News] Shinhan Life is strengthening counseling services for older customers by operating a dedicated senior call center for customers aged 70 and above. The center reduces automated response system (ARS) steps and connects callers directly with specialized counselors. As digital transformation accelerates, insurance customers continue to need assistance with contract management, insurance claims and pension benefits even after signing up. The initiative aims to make services more accessible for senior customers.
According to financial industry sources on the 6th, 22 specialized counselors have been assigned to Shinhan Life's 'SOLmate Senior Call Center.' The service allows customers to connect with a counselor without navigating multiple complex ARS menus. Since its introduction last year, the center has been used by an average of about 500 senior customers per day, or approximately 10,000 per month. On average, counselors answer within 20 seconds after a connection in more than 92% of cases.
The company also operates an outbound care service that provides customers with necessary information before they make an inquiry. For example, it explains payment options to customers approaching the start of their pension benefits or informs customers with whom it has not been in contact for an extended period about matters requiring confirmation, such as unclaimed insurance benefits. The key is to proactively review customers' insurance contracts and provide guidance before they have to search for the information and contact the company themselves.
The service has also reduced the inconvenience of customers having to repeatedly explain the same issues during consultations. Customers with a recent counseling history are given priority connections to their previous counselors to ensure continuity. If all counselors are busy, customers can request a callback. Shinhan Life operates a certification program for senior-specialist counselors and provides counseling training that reflects the characteristics of older customers.
Shinhan Life uses AI technology for follow-up care rather than as a replacement for counselors. Since October last year, generative AI has summarized consultations at the senior call center and delivered the summaries through AlimTalk notifications. This allows customers to review information about insurance contracts and coverage after the consultation, including details that may be difficult to remember from a single call.
In recognition of its customer-focused counseling operations, Shinhan Life was selected early this year for the generation-specific customized counseling category of the '2026 KSQI Leading Company in Non-Face-to-Face Channels' awards.
A Shinhan Life official said, "Although digital technology is rapidly expanding, older customers often need counseling from a person. We will continue to strengthen counseling services tailored to the characteristics of each generation."
 
[email protected] Hong Ye-ji Reporter