Busan is good

Busan Metropolitan City 120 Call Center Selected as “Korea Service Satisfaction Awards” Winner for the 14th Consecutive Year — First Among Local Governments!

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Busan Metropolitan City (Mayor Park Heong-joon) announced that it has been selected as the grand prize winner for the 14th consecutive year—the first among local governments—in the call center category of the public service sector at the “2026 20th Korea Service Satisfaction Awards.”

The Korea Service Satisfaction Awards, hosted by The Hankook Ilbo and sponsored by the Ministry of Trade, Industry and Energy and the Korea Brand Association, aim to raise awareness of service quality, expand consumer satisfaction service systems, and identify and recognize institutions and companies providing outstanding services.

This award holds even greater significance as it reflects the results of ongoing efforts to enhance satisfaction among citizens using the 120 Call Center by listening more attentively to their voices and consistently delivering courteous and empathetic consultations tailored to their perspectives.

The Busan Metropolitan City 120 Call Center conducts regular evaluations by combining assessments from external professional organizations and internal operational reviews. Through monthly meetings held twice a month and one-on-one customized coaching for counselors, it has continuously strengthened consultation capabilities while diagnosing citizen satisfaction levels and improving service quality.

As a result of these systematic efforts to improve consultation quality, the center achieved a first-call resolution rate of 80.9 percent as of 2025, continuing to increase the proportion of citizen inquiries resolved in a single consultation. It also maintains an excellent level of over 90 points in consultation quality evaluations.

The first-call resolution rate refers to the proportion of inquiries resolved immediately when a citizen first contacts the call center and is a key indicator for evaluating consultation quality and efficiency. By surpassing the general customer contact center service benchmark of 75 percent, this achievement demonstrates the outstanding capabilities of the 120 Call Center counselors.

Approximately 4,600 items in the latest consultation database are systematically managed and updated to provide more accurate and reliable consultation services. In addition, regular training programs to strengthen counselor competencies and healing programs to promote psychological stability and service quality are also being implemented.

In particular, in 2026, the center is focusing on improving consultation quality by securing rapid processing speeds, updating consultation materials, and enhancing accuracy, while making various efforts to resolve citizens’ inquiries in a one-stop manner.

Through the replacement of outdated equipment and system upgrades, the center is actively introducing advanced technologies and improving the consultation environment. At the same time, it is promoting the development of standardized consultation scripts to enhance the quality of customized response services for citizens and to continuously raise the overall standard of civil complaint consultation quality.

For all inquiries about Busan, citizens can call 120 (or dial 051-120 from outside the region) to receive friendly and prompt consultation services from the 120 Call Center.

Mayor Park Heong-joon stated, “We will continue to pursue ongoing quality innovation and system improvements to provide prompt and accurate consultation services that citizens can truly experience,” adding, “We will further strengthen citizen-centered communication administration.”