[Digital Today reporter Ji-young Lee] Shinhan Bank has been named a top call center for the 23rd consecutive year in a service quality assessment hosted by Korea Management Association Consulting (KMAC).

Shinhan Bank said on Tuesday it was selected as a "Korean Excellent Call Center" for the 23rd straight year in the "2026 Korean Service Quality Index (KSQI) Call Center" survey. In the voice bot category, it was also listed as a "leader in non-face-to-face channels."

The KSQI is an index that evaluates service quality as experienced by customers. This year, the survey covered 346 companies in 50 industries.

Shinhan Bank received high scores across 9 evaluation categories, including call connection conditions, counseling attitude, task processing, and greeting and closing attitude. It extended its record for the longest period of top call center awards among banks.

Shinhan Bank's customer counseling center operates a customer experience management system that links counseling evaluations, complaint prevention and voice of the customer (VOC) analysis. The bank said it regularly checks customer inquiries and the causes of complaints and reflects them in improvements to counseling services.

It is also continuing to expand digital counseling services. The bank is advancing scenarios for AI voice-bot counseling and, during periods when inquiries concentrate such as year-end tax settlements, it provides a guide service for issuing documents through non-face-to-face channels.

The bank has also expanded foreign-language counseling services to 12 languages. It introduced an AI real-time interpretation and translation service at digital desks in branches to improve convenience for counseling foreign customers.

It is also strengthening the operation of an AI sentiment analysis system and a dedicated fraud team to prevent financial fraud.

A Shinhan Bank official said the recognition reflected efforts to listen to customers' voices and provide an easy and convenient counseling experience. The official said the bank would continue developing into a future-oriented contact center incorporating digital technologies.