Case Study: TISA Bank achieves 60% first-call resolution with Exotel Fusion CX

TISA Bank cuts average handling time by 45% with Exotel

TISA Bank Limited, a community-focused bank in Papua New Guinea, faced significant challenges with its customer service operations. The bank was using five disconnected systems for voice, email, and chat, which resulted in agents having incomplete customer information and zero audit trails, creating compliance blind spots. This fragmentation led to low first-call resolution rates and forced customers to repeat their issues across every channel. To overcome these obstacles and support its mission to serve remote villages, TISA Bank partnered with Exotel and implemented its Fusion CX platform.

Exotel's solution provided a single unified workspace that integrated all communication channels, including WhatsApp for banking support in rural villages. The platform offered intelligent ticketing, 100% call recording for compliance, and analytics-driven quality assurance. As a result, TISA Bank achieved a 60% first-call resolution rate and cut average handle time by 45%. Exotel also helped the bank achieve 100% compliance coverage and realize a 35% increase in agent productivity, transforming its customer experience across Papua New Guinea.

TISA Bank Limited