Customer Story
How TISA Bank Hit 60% FCR, Cut Handle Time by 45%
How Papua New Guinea's newest commercial bank deployed Exotel's Fusion CX to deliver seamless omnichannel banking from Port Moresby to the most remote island villages.
Read the Full StoryAfter Exotel
Before Exotel
The Partnership
Exotel Fusion CX has been a game-changer for our transformation into a full commercial bank. By unifying our channels and embedding quality checks at every step, we've turned service excellence into our competitive edge across PNG and beyond. The platform enables us to serve both Port Moresby and remote villages with the same level of professional service, supporting our mission to bring banking to the 75% of Papua New Guineans who remain unbanked.
Luke Kaul
CEO
TISA Bank Limited
Papua New Guinea's Community Banking Pioneer
TISA Bank Limited is Papua New Guinea's premier community-focused financial institution. Originally established as the Teachers Savings & Loan Society, the institution has undergone a landmark transformation into a fully licensed commercial bank — a milestone achieved in August 2024. The bank's mission is deeply rooted in financial inclusion: serving the 75% of Papua New Guineans who remain unbanked or underbanked. Through an innovative agency banking model that trains village trade stores as mini-branches, TISA bridges geographic, cultural, and technological divides across one of the world's most challenging island geographies, delivering K24.29 million in bonus interest payments to members in 2023 alone.
The Journey
From island banking complexities to seamless omnichannel CX with Exotel Fusion CX
Challenges
Fragmented Data Architecture
Voice, chat, and email systems operated in complete isolation — agents worked with incomplete customer information
Compliance & Quality Gaps
No systematic complaint handling workflows or audit trails, creating regulatory risk with the Bank of PNG
Rural Reach Limitations
Village trade store partners lacked real-time SOP guidance for KYC, AML compliance, and digital banking
First-Call Resolution Failures
Limited customer context forced customers to repeat issues across multiple interactions
The Solution
Omnichannel Unification Platform
Single unified agent workspace integrating voice, chat, email, and WhatsApp with complete customer profiles
Intelligent Ticketing & Compliance
Automated categorization, SLA-driven workflows, and 100% call/chat recording for regulatory compliance
WhatsApp Business + Village Support
Automated chatbot with seamless human escalation, plus village store partners with SOP-driven scripts
Analytics-Driven Quality Assurance
Real-time monitoring with quality scorecards, sentiment analysis, and supervisor dashboards
Measurable Transformation
Impact across every dimension of TISA Bank's operations
Key Results
60%
First-Call Resolution Improvement
First-call resolution dramatically improved with unified customer context
45%
Reduction in Average Handling Time
Reduction in average handling time through omnichannel unification
70%
Digital Channel Adoption Growth
Surge in digital channel adoption across TISA Bank's customer base
100%
Compliance Coverage
Full audit trails and recording meeting Bank of PNG regulatory requirements
50%
Faster Complaint Resolution
Automated categorization and SLA-driven workflows accelerate resolutions
70%
Digital Channel Adoption Growth
Customers migrating to digital-first banking channels
Operational Efficiency Gains
35% — Agent Productivity Increase
Agents empowered with unified tools and complete customer context
40% — Village Store Error Rate Reduction
Fewer errors across village-level banking operations
30% — Training & Ramp-Up Acceleration
Faster onboarding and skill development for new agents
100% — Compliance Coverage
Full audit trails and recording meeting Bank of PNG regulatory requirements
Ready to Transform Your Customer Experience?
See how Exotel Fusion CX can help you unify channels, boost agent productivity, and deliver exceptional service — just like TISA Bank.
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