Dedicated jeonse team, proptech tools boost service efficiency
New jeonse and monthly rent trust system consultation framework also in place
Korea Housing and Urban Guarantee Corporation said Wednesday it has been named an outstanding institution in the quasi-market public enterprise category for the second consecutive year in the 2026 KS-CQI Call Center Quality Index survey conducted by the Korean Standards Association. The KS-CQI is an index that evaluates the overall quality of call center services through telephone monitoring and customer satisfaction surveys.
HUG was recognized for improving its consultation systems and providing customized services to raise customer satisfaction. As inquiries related to jeonse deposit returns surged, the corporation established a dedicated team to build a rapid consultation framework.
HUG also integrated a proptech-based unified housing price lookup screen into its consultation system, cutting the time needed for jeonse deposit return guarantee consultations from five minutes to two minutes and 30 seconds — half the previous time — to maximize operational efficiency. The corporation also drew praise for introducing video consultations and a slow-guidance service tailored to middle-aged and elderly customers, as well as expanding the pool of customers surveyed for satisfaction feedback so their opinions could be reflected immediately.
HUG said it has also completed advance preparations for its upcoming jeonse and monthly rent "Ansim Trust" service, including assigning dedicated consultants, conducting training and overhauling its systems. Under the scheme, tenants deposit their security money with HUG to reduce the risk of non-return, while landlords receive investment returns on the deposit in the form of monthly rent payments. HUG said it plans to provide tailored consultations suited to the needs of both landlords and tenants.
"Being named an outstanding institution for two consecutive years is the result of our sustained efforts to provide customer-centered service," HUG President Choi In-ho said. "We will continue to raise the quality of our call center consultations so that customers can rely on our services."
Meanwhile, HUG received the Minister of Trade, Industry and Energy Award in the private investment promotion category at the 2026 Second Industrial Complex Structural Upgrading Awards on Tuesday. The awards event, hosted by the Ministry of Trade, Industry and Energy and organized by the Korea Industrial Complex Corporation, was established to identify and promote best practices in structural upgrading projects that transform aging industrial complexes into future-oriented innovation spaces based on the 4-X framework — AX, GX, YX and NX.
hwshin@heraldcorp.com
