Case Study: Khan Bank improves customer experience and agent productivity with Exotel

Khan Bank improves average handling time by 7% with Exotel

Khan Bank, the largest commercial bank in Mongolia, faced significant challenges with its legacy customer communication platform. The bank was using multiple disconnected tools, which decreased agent performance and resulted in long customer query queues. They also lacked a centralized system for tracking conversations. To overcome these issues, Khan Bank partnered with vendor Exotel to implement its Ameyo omnichannel platform.

Exotel provided a unified solution that integrated all communication channels and the core banking system, giving agents a complete view of customer interactions. They also implemented a smart IVR for self-service and secure TPIN authentication. As a result, Khan Bank reduced its hardware expenditure by up to 80%, improved average handling time by 7%, and saw a 5% boost in customer satisfaction. The improvements in agent training also led the bank to win the Best Contact Center Training Program award.

Khan Bank