SKT, 한국서비스품질지수 21년 연속 1위-NSP통신

IT/과학

IT일반/과학
컴퓨팅/디바이스
게임
통신/모바일
인터넷/콘텐츠

G03-8236672469

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SKT, 한국서비스품질지수 21년 연속 1위

NSP통신, 이복현 기자, 2020-07-01 11:26 KRD7 R0

#SK텔레콤(017670) #한국서비스품질지수

5G 특화서비스, 지속적 고객 경험 및 편의성 제고 등 혁신 노력 높게 평가

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(SK텔레콤)

(서울=NSP통신) 이복현 기자 = SK텔레콤(사장 박정호)이 한국표준협회가 주관하는 2020년 한국서비스품질지수(KS-SQI; Korean Standard-Service Quality Index) 조사에서 이동통신부문 21년 연속 1위를 차지했다.

2000년 KS-SQI 조사 시작 이래 21년간 연속으로 1위를 유지한 경우는 SK텔레콤이 유일하다.

SK텔레콤은 올해 조사에서 서비스품질지수 점수가 75.4점으로 2019년 대비 0.6점이 상승하며 역대 최고 점수로 2, 3위 업체와의 격차를 더 벌린 것으로 나타났다.

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코로나19로 서비스산업이 전반적으로 침체된 상황에서도 유통망과 고객센터 등 고객 접점에서의 서비스에 대한 고객 만족도를 향상시키려는 노력이 서비스품질지수 점수 상승에 긍정적인 영향을 미친 것으로 분석된다고 SK텔레콤은 밝혔다.

SK텔레콤은 지난 2월, 코로나19 확산이 본격화되면서 업계 최초로 콜센터에 재택근무를 도입했다. 고객 응대에 공백이 없도록 ICT 기술을 접목해 발빠르게 사무실과 같은 수준의 고객상담 환경을 구축하고 안정적으로 고객센터 서비스를 제공하는 것은 물론 상담 구성원의 건강과 안전도 확보했다는 평을 받았다.

아울러 빅데이터 분석을 토대로 상담 목적을 예측해 고객별 맞춤형 상담 메뉴를 제공하고, 유통망에서 근무하는 T매니저의 서비스 역량 강화를 위해 2019년 ICT 컨설턴트 인증제도를 도입하기도 했다.

고객상담에 다양한 ICT 신기술을 접목하고, 고객 맞춤형 서비스와 유통망 등에서의 서비스 개선을 위한 노력이 한층 더 수준 높은 고객 서비스로 이어져, 이번 KS-SQI 조사에 긍정적으로 작용했다는 평가다.

SK텔레콤은 지난해 4월 세계 최초로 5G를 상용화하고, 다양한 콘텐츠와 서비스를 선보이며 고객 가치 혁신을 위해 노력하고 있다. 그 결과 지난해 8월 세계 최초 5G 가입자 100만명을 돌파했고, 지난 4월에는 가입자 285만명을 넘어섰다.

5G 속도와 서비스, 혜택을 실감할 수 있는 전국 주요 도시에 ‘5GX 부스트파크’를 운영 중이다. 5GX부스트파크에서 Jump AR앱을 실행해 다양한 재미를 즐기는 것은 물론 제휴처 할인쿠폰 이용 등의 혜택을 광범위하게 제공해 호평을 받고 있다.

이외 지난 4월말부터 가동한 혼합현실 제작소 ‘점프 스튜디오’를 활용해 슈퍼주니어 온라인 콘서트에서 3D 혼합현실 공연을 선보이는 등 새로운 경험을 선사하기 위한 다양한 5G 콘텐츠와 서비스를 제공하고 있다.

SK텔레콤은 자사의 ICT 기술 및 유통 인프라를 개방하고 공유해 다양한 사회적 가치를 창출하는 ‘행복커뮤니티’ 프로젝트를 지속적으로 추진하고 있다.

SK텔레콤 이기윤 고객가치혁신실장은 “KS-SQI 21년 연속 1위 달성은 고객에게 최고 품질의 서비스를 제공하고자 최선을 다해 노력해 온 부분을 인정받은 성과”라며 “앞으로도 SK텔레콤의 고객이 자부심을 가질 수 있도록 진정성있는 고객가치혁신을 위해 지속적으로 노력할 것”이라고 밝혔다.