jack henry & associates, inc. jhacall center™ center webinar january 11, 2018.pdf–full call...

© 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


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


Our Special Guest

• Nicole Finch, Call Center Supervisor

• $2 Billion Assets

• 27 Locations in Northeast PA and NY

• Software, Daytime and After-Hours


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?


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?


jhaCall Center™ - What is it?

• Software

– Your bank uses our call center software.

– Computer Telephony Integrations:

• And more!


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.


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.


jhaCall Center™

The result…you can significantly

improve the customer’s experience.


Live Demo


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


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.


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.


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.


jhaCall Center™ Bank Branding


Content Management Site

Quick access to

Bank information.

Customer views.

Step by Step

instructions.

Google-like Search

Capabilities.


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


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.


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


jhaCall Center™ Software and Services

− Improves your staff’s efficiency.

− Streamlines compliance & deters fraud.

− Extends hours and improves service.

Enhance

Your

Customer’s

Experience!


Questions?


Follow-Up Contact Information

Al Suosso, Solution Specialist

– Telephone: 603-472-2188

– E-Mail: [email protected]

jack henry & associates, inc. jhacall center™ center webinar january 11, 2018.pdf–full call...

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