1. 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

2. 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

3. 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

4. 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

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?

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?

7. jhaCall Center™ - What is it?
Software
Your bank uses our call center software.
Computer Telephony Integrations:
And more!

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.

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.

10. jhaCall Center™
The result…you can significantly improve the customer’s experience.

11. Live Demo

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

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.

14. jhaCall Center™ – Services
7 a.m. - 5 p.m. Daytime Support
Full Call Center Outsourcing or Overflow support.
5 p.m p.m. After Hours Support on weekdays and also Saturdays, Sundays and Holidays (excludes Thanksgiving & Christmas).
Provide customers with around the clock convenience.

15. jhaCall Center™ – Services
General customer inquiries
Account balance
Transaction history
Statement inquiries
Address, 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.

16. jhaCall Center™ Bank Branding

17. Content Management Site
Quick access to Bank information.
Customer views.
Step by Step instructions.
Google-like Search Capabilities.

18. Content Management Site
Quick access to Bank information.
Customer views.
Step by Step instructions.
Google-like Search Capabilities.

19. 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

20. 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.

21. 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

22. jhaCall Center™ Software and Services
Improves your staff’s efficiency.
Streamlines compliance & deters fraud.
Extends hours and improves service.
Enhance Your Customer’s Experience!

23. Questions?

24. Follow-Up Contact Information
Al Suosso, Solution Specialist
Telephone: