Customer Story
How Khan Bank Won Customers' Hearts and Best Contact Center Training Program Title
After Exotel
Before Exotel
About Khan Bank
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.
Challenges
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.
Challenges
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.
The Solution
Introduction to Omnichannel
Integrated social channels, live chat ticketing, and voice systems into a single platform, enhancing agent efficiency and customer satisfaction.
Core Banking System Integration
Seamless integration pulled product and account information with conversation history, enabling instant resolutions and reduced handling time.
Unified Context Platform
Consolidated all channels and conversations into one platform, providing agents complete customer interaction visibility for faster, more accurate responses.
Smart IVR Configuration
Simplified complex use cases like card management and PIN unblocks through IVR, empowering customers with self-service answers.
TPIN Authentication
Mongolia's first TPIN authentication ensured secure, P DSS-compliant customer information access, enhancing trust and security.
Impact
Measurable Results
Decreased Annual Datacenter, Hardware Expenditure
Solutions offered by Ameyo by Exotel led to a decrease in hardware expenditure by up to 80%.
Improved Agent Performance
Teams at Khan Bank trained the agents on Ameyo by Exotel which brought the efficiency in the agents to handle more tickets in lesser time bringing down the number of queries raised.
Improved Average Handling Time
As the agents had a unified view of customers, their conversations and access to context, the average handling time decreased by 7%.
Improvement in Customer Satisfaction Score
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%.
Empowered Agents
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%.
Won the Best Contact Center Training Program Category by CCW
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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