Case Study: Maybank improves contact center performance with Tetherfi

Transforming Contact Center Performance with Tetherfi's Optimization Strategy

Maybank Singapore, a leading financial services provider, was facing severe contact center inefficiencies. The bank struggled with extremely low Service Level Agreement (SLA) performance, with only 6.5% of calls for specialized skills being answered on time. Key challenges included a call answer rate of just 13%, long customer wait times, and high abandonment rates. They engaged Tetherfi for a contact center optimization strategy to address these critical issues.

Tetherfi conducted a comprehensive review and implemented a solution that included an intelligent IVR system with speech recognition in English and Mandarin. This involved redesigning call flows and migrating suitable transactions to self-service. As a result, Tetherfi helped Maybank achieve a dramatic improvement: the call answer rate soared to 99.4%, SLA performance increased to 93%, and call abandonment rates were reduced by over 90%. This transformation established a scalable, high-performance contact center for the bank.

Maybank