Call Center Category of the ‘Korean Standard Service Quality Index (KSQI)’
Systematic Training Support to Strengthen Agent Competencies
LX Hausys has been named an Excellent Call Center for the fourth consecutive year in the call center category of the ‘2025 Korean Standard Service Quality Index (KSQI),’ administered by the Korea Management Association Consulting (KMAC).
The Korean Standard Service Quality Index (KSQI) is an index that reflects customers’ perceived experience of the service quality of Korean industries, and it has been conducted annually since 2004. The evaluation items include △reception conditions △customer greeting △consultation attitude △task handling △closing attitude, and professional evaluators conduct 100 monitoring sessions per year for a comprehensive assessment. This selection as an Excellent Call Center is the result of recognition of LX Hausys’ customer service capabilities in providing prompt and accurate consultation services across the entire process, from the purchase of interior products to after-sales service (A/S).
In particular, LX Hausys earned high marks for continuously strengthening the competencies of its call center agents to improve consultation quality. In addition to regular training on interior products, installation, and overall customer service (CS), the company supports agents in participating in actual installation and repair sites and in learning product theory and case studies together with service engineers (SE). Through this systematic training system, the company provides more professional and refined consultations.
Beyond this, LX Hausys is advancing its IT-based consultation services to enhance customer convenience. The ‘Chatbot Consultation Service,’ introduced in 2022, provides information that customers frequently seek, such as guidance to dealerships and showrooms, A/S requests, parts purchases, and quick-solution videos. Through continuous system improvements by dedicated chatbot personnel, response accuracy has been increased, and it has now established itself as a stable, non-face-to-face consultation system available 24 hours a day. This year, the company newly introduced a ‘Video Consultation Service’ to further strengthen consultation expertise. Technical specialist agents directly check the site and diagnose problems through real-time video calls with customers, enabling prompt and accurate responses even to technical issues that are difficult to explain over the phone. In addition, the service has been well received for reducing service engineer (SE) on-site visit times through advance video diagnosis and for boosting customer satisfaction.
An LX Hausys official stated, “LX Hausys will continue to improve customer consultation quality through training support to enhance agent competencies and by strengthening digital technology capabilities,” adding, “Going forward, we will not stop at simply providing services but will strive to offer services that allow customers to receive even more convenient, high-quality consultations.”
Meanwhile, LX Hausys recently announced that its ‘LX Z:IN flame-retardant interior film’ has obtained the Ministry of Environment’s ‘Eco-Label Certification.’ LX Hausys changed the raw material of the release paper from PE to a clay-based material, making it possible to recycle and reuse the previously discarded release paper as paper. Through this, the company obtained the ‘Eco-Label Certification,’ which the Ministry of Environment grants after rigorously evaluating factors such as the reduction of hazardous substances in the manufacturing process and the use of raw materials that enable resource circulation. In addition, the flame-retardant interior film’s outstanding fire-safety performance has been verified by accredited institutions both in Korea and abroad.