“Every customer matters to us”: how MBANK opened the doors of its heart on International Customer Day

On March 19, International Customer Day, MBANK took an unprecedented step. For the first time in the banking sector of Kyrgyzstan, we lifted the veil on the work of one of the most closed, yet most important divisions — our Contact Center. We invited well-known journalists and bloggers, who are also active MBANK customers. It was important for us to show opinion leaders from the inside the system they use every day.

Care you can feel

The work of a contact center employee is not limited to answering questions. First and foremost, it is the art of truly listening to the person on the other end of the line. To help our guests understand how we manage to maintain warmth in our voice while handling 30,000 requests ежедневно, Director of the Customer Experience Department, Maxim Kalinichenko, conducted an exclusive tour.

Maxim emphasized the core philosophy of our service:
“For us, every call or chat message is not just statistics or a number in a queue. It is a real person with a problem who has entrusted us with their finances. Our task is to ensure that behind every technical solution, the customer feels a genuine desire to help and our full engagement.”

One of the most striking details noticed by bloggers and journalists was the small mirrors on the operators’ desks. This is not just a decorative element. We believe that a customer can feel a smile even through kilometers of cables and radio waves. The mirror helps employees see and adjust their emotions, turning a dry consultation into a warm and supportive conversation.

Data security: a zone of special control

For MBANK, customer trust is the foundation. That is why our Contact Center is considered a high-security zone. Invited guests, before entering the heart of the bank, went through the same strict procedures as our employees:

• Surrender of mobile devices. Any recording devices are prohibited, eliminating the risk of accidental capture of personal data.
• Information hygiene mode. All third-party resources and messengers are blocked on work computers.
• Strict auditing. Every access to a customer profile is recorded by the system. If an operator opens a profile without reason, an internal investigation is immediately initiated.

Artificial intelligence serving people

Modern service is impossible without technology. Today, AI handles more than half of all requests, answering typical questions. This frees up time for live operators to focus on truly complex situations that require empathy and a human approach.

We have implemented a transparent evaluation system:

• CSI (Customer Satisfaction Index). After each interaction, you can leave a rating and comment in the app.
• Review of every complaint. We receive about 30 complaints per month out of millions of transactions, and each one is carefully analyzed by a dedicated service development team.
• Anti-fraud line. The app includes a dedicated channel for reporting fraud. Specialists have the authority to instantly block accounts to protect your funds.

More than a bank

The event showed that behind a simple operator greeting stands a powerful system of 500 professionals. For them, discipline and empathy are not just words, but a daily standard.

Our guests, as bank customers, were able to personally see that behind every transaction and every question are real people and advanced technologies. We do not teach employees to memorize scripts — our goal is to teach them to genuinely help. Because at the center of our ecosystem is always the Human.

On March 19, we once again proved that openness and honesty are the best way to build long-term trust with our users.

MBANK — the first digital bank. Made in Kyrgyzstan!