Na Chae-beom, CEO of Hanwha General Insurance, visited the company's largest call center to strengthen customer-centric management by directly hearing from customers.
On September 1, Hanwha General Insurance reported that Na visited the Cheongju Customer Service Center on August 25 to observe the consultation process and communicate with the consultants.
During his visit, Na experienced the call center operations firsthand and listened to customer inquiries and complaints. He emphasized that the call center should expand its role beyond merely responding to customer inquiries to include customer retention and management, thereby providing more professional consulting services.
Currently, Hanwha General Insurance operates its call center under a direct management system to enhance customer-centric management and consumer rights. As a result of improving the professionalism and stability of its consulting services, customer satisfaction scores at the call center have steadily increased from 9.8 in September 2024 to 9.83 in 2025, and reached 9.84 in July of this year.
On that day, Na also presented gifts to the more than 110 consultants working at the Cheongju Customer Service Center, encouraging them for their hard work.
Na told the consultants, "You, who face the voice of the customer most closely, are our company's assets and a source of pride. Let's continue to listen to the voices from the field and create warm and differentiated services that customers can truly feel."
Following Na's visit, Hanwha General Insurance plans to expand its field-centered activities that incorporate customer feedback into management. The participation scope for the existing call listening program will be expanded to include organizational managers and team leaders, and customer consultation experiences will be established as a regular program.
* This article has been translated by AI.
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