KB Securities Customer Center Named “Excellent Call Center” for 2026
KB Securities announced on May 27 that its customer center has been selected as an “Excellent Call Center” for the fourth consecutive year in the call center category of the “2026 Korea Service Quality Index (KSQI)” released by the Korea Management Association Consulting (KMAC).
The Korea Service Quality Index (KSQI) is an indicator that objectively evaluates the quality of service perceived by customers when they use a company’s inquiry and response services. The KB Securities customer center has been recognized for its continuous excellence in managing consultation quality and its customer-centric operational capabilities, earning the distinction of an excellent institution for four consecutive years.
To better understand customer inquiries and provide easy and prompt consultation services, the KB Securities customer center utilizes an STT (Speech-to-Text) based consultation analysis system that converts voice into text for analysis. In addition, it operates a consultation monitoring and coaching framework to review consultation content and suggest areas for improvement, and continuously pursues activities to improve consultation quality based on customers’ Voice of Customer (VOC) feedback and consultation data.
Amid rising consultation demand and resulting longer wait times, the company is striving to minimize customer inconvenience by introducing digital ARS and chat consulting, which allow customers to select and process desired tasks directly without waiting for a phone consultation. It also provides estimated wait times in advance to let customers know how long it will take to be connected to a consultant.
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Lee Honggu, CEO of KB Securities, stated, “Being selected as an excellent call center for four consecutive years is thanks to the trust and support of all our customers who have chosen and relied on our customer center,” adding, “We will continue to do our utmost to enhance the quality of our consultation services, focusing on customer-oriented improvements and the stable delivery of consultation services that customers can truly feel.”
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