While customers today have higher expectations than ever, they tend to reserve their highest expectations for the companies they trust to handle their money. Turning some of all of your financial assets over to a company builds a kind of “sacred trust,” as far as consumers are concerned, and when they want help, they expect it to be of the very highest quality. They also expect to be able to get help during extended hours.
Many banks simply aren’t equipped to meet the needs of customers in a call center setting. While most banks have some level of call center support and usually some self-service tools – check your balance via the company’s interactive voice response (IVR) system, for example – many simply don’t have the skills or resources to offer a high-quality customer experience outside of physical bank location. This is particularly true of smaller, more regional banks.
Jack Henry & Associates, Inc., a provider of technology solutions and payment processing services primarily for financial services organizations, is announcing a new bank-specific call center services that will leverage the company’s existing call center technology to provide an outsourced alternative to banks that need to build or extend their call center presence, or keep call center services available after-hours.
"Banks need advanced technology and operations based on best practices to provide the levels of telephone support today's convenience-driven consumers expect and today's highly competitive business environment demands,” said Tony Wormington, president of Jack Henry & Associates, in a statement announcing the new program. “These outsourced alternatives enable Jack Henry & Associates to support banks that want to outsource their entire call center operations or strategic components. On behalf of our customers, experienced telephone service providers resolve customer requests and inquiries in a professional, bank-branded environment.”
There are multiple programs available, depending on a bank’s needs. They include:
jhaCall Center Services, which provides staff and technology to receive and resolve customer calls and inquiries during banks' regular business hours.
jhaCall Center Services – After Hours. The jhaCall Center staff receives and resolves customer calls and inquiries from 5:00 p.m. to 11:00 p.m. in the bank's time zone and from 9:00 a.m. to 5:00 p.m. on Saturdays. Sunday and holiday support is also available.
jhaCall Center Full Business Services Outsourced. This service augments telephone support with jhaCall Center staff qualified to perform operational loan and/or deposit related tasks, ranging from new accounts, file maintenance, transaction processing, and exception handling.
According to the company, all support is provided by U.S. based contact center employees.
Edited by Alisen Downey