Jack Henry Debuts Outsourced Call Center Service
October 22, 2013 Alex Woodie
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Community banks that use the IBM i-based SilverLake core banking system from Jack Henry & Associates are among the customers that Jack Henry will be looking to sell a new outsourced version of its jhaCall center service. Jack Henry’s software can serve the needs of many aspects of retail banking, including providing ATMs, e-banking websites, and automated telephone response systems. But when it came to providing a real human on the line for customers to talk to, while Jack Henry could set its clients up with software, they still had to provide their own flesh and blood to operate it. Now, with the new outsourced jhaCall Center offering, Jack Henry can set its customers up with a variety of call center options. The services are provided by U.S.-based call center associates who, as the Monett, Missouri, software company says, will “serve as seamless extensions of a bank’s staff.” Jack is providing three options, including jhaCall Center Services, which handles customer calls during regular business hours; jhaCall Center Services–After Hours, which handles calls from 5 p.m. to 11 p.m. in the bank’s time zone and from 9 a.m. to 5 p.m. on Saturdays (Sundays and holidays cost extra); and jhaCall Center Full Business Services Outsourced, which provides representatives who can handle more complicated loan and deposit related tasks, including new account openings, file maintenance, transaction processing, and exception handling. The new jhaCall Center offerings can help banks deliver telephone services that “today’s convenience-driven consumers expect,” says Jack Henry president Tony Wormington. “On behalf of our customers, experienced telephone service providers resolve customer requests and inquiries in a professional, bank-branded environment.” jhaCall Center is currently available for banks running its SilverLake System, either in-house or implemented in an outsourced environment through JHA OutLink Processing Services. The call center services are compatible with Cisco, Avaya, and Nortel phone systems, the company says.
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