‘Korean Service Quality Index (KSQI)’ Call Center Category
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 Service Quality Index (KSQI),’ organized by the Korea Management Association Consulting (KMAC).
The Korean 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 △call reception conditions △customer greeting △consultation attitude △task handling and △closing attitude, and professional evaluators conduct comprehensive assessments through 100 monitoring sessions per year. This selection as an Excellent Call Center recognizes LX Hausys’s 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 covering interior products, construction, and customer service (CS) as a whole, the company supports its 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 also 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 on dealers and showrooms, A/S requests, parts purchases, and quick-solution videos. Response accuracy has been improved through continuous system upgrades by dedicated chatbot personnel, and the service has now established itself as a stable, non-face-to-face consultation system available 24 hours a day. Starting this year, the company has newly introduced a ‘Video Consultation Service,’ further strengthening the expertise of its consultations. Technical specialist agents check sites directly 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, advance video diagnosis reduces the on-site visit time of service engineers (SE) and improves customer satisfaction, earning favorable reviews.
An LX Hausys official stated, “LX Hausys will continue to improve the quality of its customer consultations through training support to enhance agent competencies and the strengthening of 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 and 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 previously discarded release paper as paper for reuse. Through this, the company obtained the ‘Eco-Label Certification,’ which the Ministry of Environment grants after strictly 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.