jhaCall Center™ Your partner in ELEVATING the customer experience Jack Henry & Associates, Inc.® jhaCall Center™ Melisa Crass, Director, JHA Call Center Operations Amy Aldrich, Product Marketing Specialist Your partner in ELEVATING the customer experience

Agenda and Introductions Interview with our Special Guests Overview of jhaCall Center Software Demonstration of the Software Overview of jhaCall Center Services Offering Questions and Answers

Our Special Guests Suzanne Cifaldo, VP - Retail Operations Stacy Giansiracusa, VP - Customer Care Center Manager $4.3 Billion Assets 60 Locations in Maine and New Hampshire jhaCall Center Software Services

Our Special Guests Nicole Finch, Call Center Supervisor Brenda Daniels, Deposit Operations Manager $2.2 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 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.

Call Score Requirement - 85% or Above on ALL Calls 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: asuosso@jackhenry.com