Case Study: First Commonwealth Bank achieves doubled call-resolution speed and a seamless 39-system conversion with Jack Henry Banking's jhaCall Center Outsourced Select Services

First Commonwealth Bank - Customer Case Study

First Commonwealth Bank faced a major operational risk when preparing for a 39-system conversion that would force more than 100,000 Internet banking and 30,000 mobile customers to re‑enroll. Anticipating an overwhelming spike in call volume and unable to hire sufficient temporary staff, the bank turned to Jack Henry Banking and its jhaCall Center Outsourced Select Services to protect customer experience during the transition.

Jack Henry Banking deployed jhaCall Center Outsourced Select Services to augment the bank’s call center—monitoring queues, shifting resources, supervising coverage, and using its hardware and software infrastructure so First Commonwealth didn’t need temporary equipment or extensive new hiring. The Select Services team signed customers up for online banking and app downloads at nearly twice the pace the bank could have achieved on its own, more than doubling conversion success compared with a prior internal effort while allowing bank staff to focus on transactional priorities and reducing operating risk.

First Commonwealth Bank

Thomas Mathe

Senior Vice President/Chief Technology Officer