Case Study


How Maxicus reduced AHT for query resolution to 70% for a leading private payment bank

Launched in 2017, our client wants to provide essential financial services to the urban digital and the rural underbanked customer to make banking needs more straightforward, more convenient, and more intuitive. Their solutions are also for business owners, which include corporate, startups & SMEs. Their revenue rose to 87% to INR 474 crores in FY2020 and they have over 30 million+ active customers.

About the Client


Improvement in Net Promoter Score (NPS)

23%

Improvement in Net Promoter Score (NPS)

Reduction in customer repeat contact rate

4%

Reduction in customer repeat contact rate

Reduction in Average Handle Time (AHT) for query resolution

70%

Reduction in Average Handle Time (AHT) for query resolution

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