Bithumb Named Outstanding Call Center in 2026 KSQI Survey

Bithumb said June 25 that it was named an "Outstanding Call Center in Korea" in the 2026 Korean Service Quality Index, or KSQI, survey conducted by Korea Management Association Consulting.

KSQI is a service-quality index that comprehensively assesses customer centers on response attitude, consultation expertise and customer convenience. Bithumb was recognized for its 24/7 customer support system and the quality of its consultation services.

The exchange shifted all customer support channels, including phone, chat, message boards and email, to 24-hour operations in November 2024. In light of the cryptocurrency market's high volatility, it has focused on delivering fast and accurate support by assigning specialist staff and providing systematic training.

The performance was also reflected in the numbers. As of May, Bithumb's call-answer rate stood at 98.9%, while the average response rate across all support channels remained above 98%.

Bithumb is also moving to build an AI-based AICC, or AI Contact Center, to enhance its consultation services. It plans to use the system to handle not only repetitive inquiries but also more complex consultations more efficiently, improving both response speed and service quality.

The recognition follows another achievement last year, when Bithumb ranked first among virtual-asset exchanges in the 2025 Korean Customer Satisfaction Index, or KCSI. At the time, it received high marks in key categories including customer satisfaction, intention to reuse the platform, product variety, consultation services and safety.

A Bithumb official said the company has continuously worked to strengthen its 24-hour customer support system and improve consultation quality so customers can trade with confidence anytime and anywhere. The official added that Bithumb will continue listening to customers and put customer protection first as it works to provide a more trusted trading environment and customer experience.