Khan Bank is the largest commercial bank in Mongolia, providing comprehensive banking
services to an estimated 70% of all Mongolian households. Its responsibilities stretch far and
wide as one of the top tax-paying companies in the country, an employer to a large workforce
spread across 550 branches nationwide and a trusted banking partner to roughly 2.8 million
customers domestically.
Khan Bank was earlier using a legacy platform which consisted of multiple tools to connect to the
customers. This segregation of tools brought multiple challenges like:
Decreased Agent Performance
The earlier platform lacked the tool to bring conversations on a unified platform, which, in return, hampered the agent’s performance. This resulted in delayed resolutions and a long queue of unresolved queries.
Lack of Centralized Conversation Tracking
Khan Bank relied on three separate systems to track and monitor agent conversations, resulting in inefficiencies that hindered efforts to improve call quality.
Ameyo by Exotel was introduced to Khan Bank which came with multiple solutions. This included:
Introduction to Omnichannel
Ameyo by Exotel seamlessly integrated social channels such as Facebook Messenger, Live Chat
ticketing, and voice systems into a single platform, significantly enhancing agent efficiency and boosting customer satisfaction
Integration with Core Banking System
With seamless integration with Khan Bank’s core system, Ameyo by Exotel was able to pull product and account information and conversation history. This helped agents to see all crucial information on a single platform, resulting in reduced average handling time offering instant resolutions.
Introduction to Context
As Ameyo by Exotel was introduced, it helped in improving multiple processes and brought all the segregated channels and conversations to a unified platform. As a result, agents were able to see all conversations and drive context. Agents were able to look at the customer profile, interact with history, and understand why customers were reaching out. As all the information was readily available agents’ resolution time was significantly decrease. Because the system was able to derive the context, the provided resolutions were much more accurate, relevant, informative, and faster, creating happy customer experiences.
Complex IVR Configuration
Due to no availability of self-serve options, customers were reaching out to the agents for frequently asked questions. Because of this, a number of tickets were piling up which resulted in long customer ticket queues and decreased customer satisfaction. Ameyo by Exotel solved this for Khan Bank. IVR was introduced and configured for frequently asked questions. All complex use cases like close the card, card pin unblock and mobile banking pin unblock were simplified with the IVR. This helped customers to feel more empowered as they found the answers on their own. This, in return, reduced the volume of tickets, which made agents more productive and improved the resolution quality.
Mongolia's First TPIN Authentication
To ensure all the provided information is secure and stays confidential, and compliant with P DSS standards, Ameyo by Exotel introduced TPIN authentication that only provided the customer information after the customer entered the right TPIN enhancing trust and security.
Solutions offered by Ameyo by Exotel led to a decrease in hardware expenditure by up to 80%.
Teams at Khan Bank trained the agents on Ameyo by Exotel which brought the effciency in the agents to handle more tickets in lesser time bringing down the number of queries raised. Due to these the agent’s skills were improved and resolution quality went high.
As the agents had a unified view of customers, their conversations and access to context, the average handling time decreased by 7%.
The load on agents was drastically reduced due to which agents were able to respond to customers on time, with context and relevance which improved the customer satisfaction score by 5%.
The unification of segregated channels helped agents see the complete customer picture which helped them provide more responses in less time improving agent productivity by 7%.
Ameyo by Exotel became a part of their process which in return improved agent training which led Khan bank to win in the Best Contact Center Training Program category and rank in Top 5 Best Remote Contact Center category.
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