Ulsan 120 Haeuri Call Center achieved top ranking in local governments for 4 consecutive years

Evaluation by the Korean Standards Association “Call Center Quality Index”

The city achieved top ranking in local governments category for 4 consecutive years (2020–2023)

Selected as an “Excellent Call Center” for 9 consecutive years

Ulsan 120 Haeuri Call Center, a small city hall in a telephone, ranked top in 2023 Call Center Quality Index (KS-CQI) Local Government category by the Korean Standards Association.

As a result, Ulsan 120 Haeuri Call Center has been selected as an Excellent Call Center for nine consecutive years and has been ranked first for four consecutive years since 2020.

The Call Center Quality Index (KS-CQI) is a quality index for call center consultation services developed by the Korean Standards Association to improve the development and competitiveness of the nation's call center industry.

This year, for about three months from May to July, the KS-CQI surveyed 217 companies and 38 provinces, cities and public institutions in 54 industries across the country on Customer Satisfaction With Call Center Usage (7 items) and Telephone Monitoring Evaluation (5 items), and selected call centers that performed better than the overall average as “Excellent Call Centers.”

The combined score of Ulsan 120 Haeuri Call Center was 80.5 points in this year, 4.5 points higher than the overall average of 76 points. Ulsan is the only call center in the nation to score higher than average in all 12 items, including reliability, kindness, and proactivity, among metropolitan cities.

An official from the city said, “Since January of this year, we have changed the operation method of the Ulsan 120 Haeuri Call Center from private commission to direct operation, and made regulations to protect counselors in order to improve the working conditions of counselors. As a result, job satisfaction and counseling quality have been improved. We will continue to strengthen the capabilities of the city's professional counselors to provide counseling services that can satisfy citizens.”