jack henry & associates, inc. jhacall center™ center webinar january 11, 2018.pdf–full call...
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© 2017 Jack Henry & Associates, Inc.®1 © 2017 Jack Henry & Associates, Inc.®
jhaCall Center™Al Suosso, Solution Specialist
Heather Gordon, Product Specialist
Melisa Crass, Director, JHA Call Center Operations
Jack Henry & Associates, Inc.®
Your partner in ELEVATING the customer experience
© 2017 Jack Henry & Associates, Inc.®2
Legal Disclaimer: Dates contained in this presentation are
provided as estimates only and can be changed at any time
at the sole discretion of Jack Henry & Associates, Inc. This
information may not be incorporated into any contract and
should not be relied upon in making purchasing decisions.HANK YO FOR THE
OPPORTUNITY TO
SHARE JHA’S STORY
© 2017 Jack Henry & Associates, Inc.®3
Agenda and Introductions
• Interview with our Special Guest
• Overview of jhaCall Center Software
• Demonstration of the Software
• Overview of jhaCall Center Services Offering
• Questions and Answers
© 2017 Jack Henry & Associates, Inc.®4
Our Special Guest
• Nicole Finch, Call Center Supervisor
• $2 Billion Assets
• 27 Locations in Northeast PA and NY
• Software, Daytime and After-Hours
© 2017 Jack Henry & Associates, Inc.®5
jhaCall Center™
How does your call center work today?
– Does everyone in the bank use the same process when handling customer calls?
– How do you authenticate callers today?
– Do you have automation with your phone system (CTI)?
– Are you utilizing an IVR? Do customers have to re-authenticate if passed to the call center?
– Is your call center open on nights and weekends?
– Do your competitors offer extended call center hours?
© 2017 Jack Henry & Associates, Inc.®6
jhaCall Center™
How do you track customer interactions?
– Do you log, track, and report on customer interactions through the
call center?
– How streamlined and automated is your current process?
– Are these interactions visible to everyone in the bank?
– What is your process for service requests that can’t be resolved by
the call center agent?
© 2017 Jack Henry & Associates, Inc.®7
jhaCall Center™ - What is it?
• Software
– Your bank uses our call center software.
– Computer Telephony Integrations:
• And more!
© 2017 Jack Henry & Associates, Inc.®8
jhaCall Center™
What can jhaCall Center™ Software do to improve your call center
operations?
– Offers Computer Telephony Integration (CTI) to speed identification of the caller.
– Provides a standardized process to authenticate callers including reports.
– Provides easy to follow drop down selections for the reason for the call and the service(s) requested.
– Xperience provides “one click away” access to Core, Online Banking, ATM/Debit functions and CRM.
© 2017 Jack Henry & Associates, Inc.®9
jhaCall Center™
What can jhaCall Center™ Software do to improve your call center
operations?
– Removes technology as the focus of the caller interaction.
– Streamlined processes and improved access to customer information allows the agent to focus on the customers request - not how to find the information.
– Provides a method to forward certain requests to other departments that can provision particular service requests.
– We can share our experience and “best practices” from work with dozens of banks and their customers.
© 2017 Jack Henry & Associates, Inc.®10
jhaCall Center™
The result…you can significantly
improve the customer’s experience.
© 2017 Jack Henry & Associates, Inc.®11
Live Demo
© 2017 Jack Henry & Associates, Inc.®12
jhaCall Center™ - What is it?
• Software
– Your bank uses our call center software
• Services– Full Call Center Outsourcing
– Daytime Overflow Services
– After-Hours Services
– 24/7 Call Center Outsourcing
– Select Services – Event Assistance
– Disaster Recovery / Business Continuity
– Full Business – Operations Outsourcing
© 2017 Jack Henry & Associates, Inc.®13
jhaCall Center™ Outsourced Services
Avoid resource drain and cost with JHA’s outsourcing
options:
– Our staff receives and resolves customer calls and inquiries on
behalf of the Bank during normal operating hours.
– Offer extended support to your customer’s with jhaCall Center
After-Hours.
– Utilize jhaCall Center during event driven high call volume times.
– We provide call recording, monitoring and management
reporting.
© 2017 Jack Henry & Associates, Inc.®14
jhaCall Center™ – Services
• 7 a.m. - 5 p.m. Daytime Support
– Full Call Center Outsourcing or Overflow support.
• 5 p.m. - 11 p.m. After Hours Support on weekdays and
also Saturdays, Sundays and Holidays (excludes
Thanksgiving & Christmas).
• Provide customers with around the clock convenience.
© 2017 Jack Henry & Associates, Inc.®15
jhaCall Center™ – Services• General customer inquiries
– Account balance
– Transaction history
– Statement inquiries
– Address, email and phone number
maintenance
– Stop payments
– Adding Alert or Special messages
– Telephone Banking PIN reset – InTouch*
• Online banking credentials
– Assist with first time login
– Reset PIN
– Walk thru MFA setup
• Internet Banking assistance – Navigation
– High level technical assistance
• Bill Pay
• Cash Management
• Wire FAQs
• Online account opening with Opening Act
– Mobile Banking
• ATM/Debit card assistance– Card status change
– Request new card
– Pin mailer
– Compromised card questions
– Limit changes
JHA products used for the above functions are included with standard support. Support of 3rd party applications
requires review and could have a premium associated with that support.
© 2017 Jack Henry & Associates, Inc.®16
jhaCall Center™ Bank Branding
© 2017 Jack Henry & Associates, Inc.®17
Content Management Site
Quick access to
Bank information.
Customer views.
Step by Step
instructions.
Google-like Search
Capabilities.
© 2017 Jack Henry & Associates, Inc.®18
Content Management Site
• Bank Website
• Products and Services
• ATM/Debit Card Information
• Walk-Throughs
– Online Banking
– Transfer Requests
– Maintenance Items
• Authentication Requirements
• Location Information
• Post Conversion Information
• Bank Process
– Policy and Procedures
• Community Events
• Updates
• Bank News
© 2017 Jack Henry & Associates, Inc.®19
Call Quality Objectives
• To promote exceptional customer service and call quality through
the communication of agent expectations and incentive programs.
• To communicate jhaCall Center agent expectations in a way that is
clear and easily understood.
• To conduct regular, adequate, and accurate assessments of call
quality for individual agents and for the jhaCall Center in its entirety.
© 2017 Jack Henry & Associates, Inc.®20
jhaCall Center™
jhaCall Center™ agent quality assessment focuses on:
– Effective Phrases & Power Words.
– Projecting a Positive & Professional Corporate Image.
– Active Listening Skills.
– Empathizing with the Customer.
– Adapting the Call to the Customer’s Tone & Pace.
– Maintaining Control of the Conversation to Balance Service with Efficiency.
– Ensuring the Customer’s Needs are Met.
Call Score Requirement - 85% or Above on ALL Calls
© 2017 Jack Henry & Associates, Inc.®21
jhaCall Center™ Software and Services
− Improves your staff’s efficiency.
− Streamlines compliance & deters fraud.
− Extends hours and improves service.
Enhance
Your
Customer’s
Experience!
© 2017 Jack Henry & Associates, Inc.®22
Questions?
© 2017 Jack Henry & Associates, Inc.®23
Follow-Up Contact Information
Al Suosso, Solution Specialist
– Telephone: 603-472-2188
– E-Mail: asuosso@jackhenry.com
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