Case Study: OCBC Bank achieves 72% IVR Call Completion Rate with Tetherfi's Intelligent Self-Service Solution

Elevate IVR Performance and Customer Experience with Tetherfi's Self-Service Optimization

OCBC Bank, one of Asia's leading financial institutions, was facing significant challenges with its legacy IVR system, including low usage, high call abandonment, and long queues for live agents. This led to rising customer frustration, poor service quality, and increased operational costs. OCBC engaged Tetherfi to modernize its IVR infrastructure and reduce agent dependency.

Tetherfi implemented a next-generation IVR system powered by intelligent self-service apps, integrating speech recognition and a dynamic content management module. This solution significantly improved self-service adoption, achieving a 72% call completion rate and enabling over half of transferred calls to include authentication details. The project successfully reduced agent workload, improved key contact center metrics, and enhanced the overall customer experience for OCBC Bank.

OCBC Bank