Case Study: Midwest BankCentre achieves extended after-hours availability and improved customer service with Jack Henry Banking's jhaCall Center

Midwest BankCentre Puts Customer Service First With jhaCall Center

Midwest BankCentre, a St. Louis community bank with $1.64 billion in assets, needed to extend phone support after a merger and to be available to customers outside normal business hours. To meet rising call volumes and give customers 24/7-style access, the bank engaged Jack Henry Banking and implemented the jhaCall Center Outsourced Services After Hours.

Jack Henry Banking’s jhaCall Center handled evenings and weekends as if it were the bank’s own team, letting Midwest BankCentre scale through a merger (calls jumped from 4,000 to 14,000/month) and now cover 30–50 after‑hours calls nightly and roughly 150 weekend calls. The service freed in‑house staff, extended availability to 11 p.m., strengthened verification and risk controls, improved customer satisfaction, and provided a clear competitive differentiator for the bank.

Midwest BankCentre

Donna Dieckmann

Vice President of Product Management and Business Intelligence