Case Study: Maybank Group boosts agent productivity and reduces call abandonment with Acqueon iAssist Callback Manager

Maybank Increases Agent Productivity With Acqueon iAssist Callback Manager

Maybank Group, the largest financial services provider in Malaysia, wanted to improve its inbound customer service experience. Using Acqueon iAssist Callback Manager, the bank aimed to retain customers with callback options, reduce abandoned calls, limit queue lengths, and ease customer frustration.

Acqueon implemented its iAssist Callback Manager module, allowing callers to register their phone number and receive a callback at a more convenient time. As a result, Acqueon helped Maybank reduce call abandon rates, improve agent productivity, give customers more flexibility in how they were contacted, and eliminate wait times.

Maybank Group