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mBank

Balancing service efficiency with omnichannel customer lifestyles

Poland’s first fully internet-based financial institution, mBank, is one of the country’s strongest and fastest-growing financial brands — with an increasing presence in Czech and Slovak markets. Among its 5.4 million retail and 22,000 corporate clients are 1.7 million active mobile banking users.

Success at mBank is founded on three strategic pillars: satisfy clients with the best, friendliest service; build a dominant position in mobile banking; and manage resources efficiency. And it wanted to achieve this while growing the business without increasing headcount. This strategy is underpinned by sustained investment in customer experience innovation — driving service improvements, paperless processes and greater productivity for 700-plus agents based at the company’s twin contact centers in Lodz.

“The idea was to tightly align our customer service system and banking processes,” said Jaroslaw Scigala, Manager, Contact Center Development Division at mBank. “This meant improving routing, IVR and outbound with a solution that offered digital and social media support through easy integration. The answer was PureConnect™.”

Benefits

  • 58% drop in abandoned calls
  • 32% decrease in call transfers
  • 30% drop in call wait times
  • Faster and more cost-efficient system changes
  • 100% capture across all interactions

We manage our campaigns with the same number of people. But now they’re twice as effective, with more dials and successful contacts.

Jaroslaw Scigala Manager, Contact Center Development Division, mBank

Challenges

  • Transform customer experience with intelligent routing and IVR
  • Grow outbound and omnichannel capabilities including chat and social media support

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