Simmons Selected as Excellent Company in Call Center Quality Index for Second Consecutive Year

First in the bedding industry last year, and now certified for two consecutive years

Jiyeon Lee, Executive Director of Customer Service, receives individual award

On September 16, Simmons announced that it had been certified as an Excellent Company in the Call Center Quality Index (KS-CQI) for two consecutive years. After becoming the first company in the bedding industry to receive the certification last year, it has once again been selected as an Excellent Company this year.

Simmons announced on the 16th that it has been certified as an excellent company for the Call Center Quality Index for two consecutive years. Dongmin Moon, President of the Korea Standards Association (left), and Jongsung Lee, Vice President of Production and Logistics Strategy at Simmons (right), are taking a commemorative photo. Simmons

The KS-CQI, now in its 14th year, is an index for customer satisfaction that jointly developed by the Korean Standards Association and the Korean Society for Service Management, measuring and evaluating the service quality of domestic call centers. Every year, based on its findings, the Korean Standards Association selects and awards companies and individuals who have contributed to improving call center operations, service quality, and customer experience innovation.

Simmons demonstrated excellence in both customer service quality and consultation capabilities. Through initiatives such as establishing standards for managing consultation quality, providing competency enhancement training for consultants, and building a VOC (Voice of Customer) analysis system, the company achieved outstanding results both in mystery call evaluations and customer satisfaction surveys.

Simmons was recognized for not just responding to customer inquiries, but also for building a professional consultation process that understands customers’ situations to provide truly helpful solutions.

Jongsung Lee, Vice President of Production and Logistics Strategy at Simmons, said, "Simmons is putting company-wide effort into strengthening our front-line capabilities that connect directly to customers, and I believe that being selected for two consecutive years is the result of an organizational culture that puts 'people' at the center."

On this day, Jiyeon Lee, Executive Director of the CCC Division and head of customer service at Simmons, received the individual award for 'Best CCO' in recognition of her contributions to customer-centric management and service innovation.

Since joining Simmons in 2010, Jiyeon Lee has served as the head of the customer center team starting in 2014, and over 16 years has been devoted to the field of customer service. She has played a central role in establishing a customer-centric management culture and improving customer satisfaction. With experience and expertise spanning from on-site fieldwork to overall organizational operations, she has elevated the level of customer service at Simmons.

Lee commented, "The customer center is not merely an organization that handles inquiries and complaints. I believe it is a team that channels the customers’ voices into meaningful change for the company and builds brand trust. Going forward, we will not overlook even the smallest customer voice, and I will take even greater responsibility to ensure that every step, from the moment customers choose Simmons to the entire product experience, is built on trust and satisfaction."

This content was produced with the assistance of AI translation services.