A leading financial services company offering mobile loans in Kenya, referred to here as the Financial Services Company, partnered with Mteja a year and a half ago to optimise their customer support operations. With over 4 million customers, more than 29 million loans issued, and over 1 billion dollars disbursed, the company needed a reliable solution to manage their high call volumes. Since implementing Mteja’s cloud call center, they have significantly improved service delivery and customer satisfaction through more efficient handling of inbound and outbound calls.

Scaling Customer Support: Over this period, the Financial Services Company fielded an astounding 51,373 inbound calls, translating to 5.78 hours per working day of support time. These calls were key to addressing loan-related inquiries, account management issues, and customer concerns, ensuring that their growing customer base received timely assistance. Mteja's robust call centre infrastructure provided seamless call management, helping to minimise downtime and keep agents productive.

Driving Customer Engagement: In addition to handling inbound calls, the company made 1,742 outbound calls, averaging 10 minutes per working day. These outbound calls were primarily used to follow up on missed calls, which, given the relatively low number of outbound calls compared to inbound calls, indicates that agents were highly efficient in answering calls. In fact, 93.45% of inbound calls were successfully picked up, demonstrating the team’s promptness and effectiveness in managing customer queries.

Impact: With Mteja’s powerful cloud call center features, the Financial Services Company streamlined its customer support process, maximising agent efficiency and improving the overall customer experience. By leveraging real-time call analytics, customisable call routing, and detailed call records, they have optimised their service strategies and achieved higher customer satisfaction rates.

Mteja’s cloud call center solution enabled the Financial Services Company to maintain strong communication with their clients, ensuring that financial support was always just a call away.