This case study details how a Malaysian bank improved its customer satisfaction(CSAT)score from 71%to 88%within 4 months by switching to Instadesk’s cloud call center software with AI voice and chat.The bank also reduced average wait time from 5.2 minutes to 48 seconds.
Customer background
Company:A mid-sized Malaysian bank with 1.2 million customers
Industry:Banking(retail and SME)
Scale:250 call center agents,60,000 monthly calls
Challenge:Low CSAT score due to long wait times and inconsistent answers
The challenge
The bank’s legacy on-premise call center system had several problems:
•Average wait time of 5.2 minutes during peak hours(9am-12pm).
•First-call resolution rate of only 62%(industry average 78%).
•Agents could not see customer data from the core banking system,leading to repeated transfers.
•No AI assistance–agents manually searched for answers in PDF documents.
•CSAT score stuck at 71%for two years,below the bank’s target of 85%.
The bank’s internal survey identified the top three customer complaints:
•“I had to call three times to get my balance issue resolved.”
•“The agent could not see my transaction history.”
•“I waited on hold for over 10 minutes.”
The solution–cloud call center software with AI
The bank migrated from its legacy Avaya system to Instadesk’s cloud platform.Key features deployed:
•AI voicebot–Handles routine balance inquiries,transaction history,and card blocking.Containment rate of 55%.
•Screen pop–When a call escalates to an agent,the agent sees the customer’s name,account type,recent transactions,and call history instantly.
•AI-powered knowledge base–Agents type a question(e.g.,“What is the fee for international transfer?”)and the AI suggests the answer from bank policies.
•Post-call IVR survey–Automated CSAT survey after every call(1-5 scale).
•Real-time queue management–Automatic call-back option when wait time exceeds 2 minutes.
Implementation timeline
•Week 1–Installed cloud platform in parallel with legacy system.
•Week 2–Trained AI voicebot on 10,000 past call transcripts.
•Week 3–Pilot with 20 agents.Adjusted screen pop mapping.
•Week 4–Ramped to 100%of calls.Retired legacy system.
Quantifiable results after 4 months
|
Metric |
Before |
After |
Change |
|
Average wait time |
5.2 minutes |
48 seconds |
↓ 85% |
|
First-call resolution |
62% |
84% |
↑ 35% |
|
CSAT score |
71% |
88% |
↑ 17 points |
|
Agent turnover (annualized) |
45% |
28% |
↓ 38% |
|
Calls handled per agent per day |
45 |
68 |
↑ 51% |
|
IT support tickets for call center |
120/month |
15/month |
↓ 88% |
The CSAT improvement breakdown
The bank analyzed which factors drove the CSAT increase:
•Reduced wait time contributed 5 points(customers hate waiting).
•Higher first-call resolution contributed 6 points(no callbacks needed).
•Agent professionalism(better access to data)contributed 4 points.
•After-hours availability(voicebot handled 2am inquiries)contributed 2 points.
Customer testimonial
“Before Instadesk,my calls to the bank took 15 minutes.Now I get an answer in under 2 minutes,and I don’t have to repeat my account number every time.This is how banking should work.”
—Retail banking customer,post-chat survey
Key lessons for Malaysian banks
•Screen pop is the highest-ROI feature–Agents spend 20-30 seconds per call just identifying the customer.Eliminating that saves thousands of hours annually.
•AI voicebot reduces wait time without hiring–The bank handled a 20%increase in call volume(due to a promotional campaign)without adding agents because the voicebot absorbed the overflow.
•Post-call surveys drive accountability–Real-time CSAT scores with agent-level reporting created healthy competition among teams.
Why Instadesk improves CSAT
Instadesk’s platform is built around the customer experience.Every feature–from AI voicebot to agent screen pop to callback queuing–is designed to reduce friction.The result is measurable CSAT improvement within weeks,not quarters.
Conclusion
Call center software that improves CSAT exists.Instadesk helped this Malaysian bank raise its score from 71%to 88%in 4 months.Start a free trial and see your own CSAT improvement.
