Case Study: Peoples Security Bank & Trust achieves extended call coverage and peace of mind with Jack Henry Banking's jhaCall Center

Peoples Security Bank & Trust Finds Peace of Mind with jhaCall Center

Peoples Security Bank & Trust, a $2 billion community bank based in Scranton with 27 branches, faced a sudden spike in inbound calls after a robocall scam impersonated the bank and instructed customers to divulge card details. To protect customers and avoid long hold times or costly overtime staffing, the bank engaged Jack Henry Banking and its jhaCall Center™ solution as a backup and overflow call center.

Jack Henry Banking’s jhaCall Center™ provided trained agents and integrated software to handle overflow during business hours and to cover after-hours shifts (service coverage includes 6–9 p.m. weekdays and 2–5 p.m. on Saturdays), lowering abandon rates, speeding response times, and extending customer service without the expense of extra staff. The CTI-enabled jhaCall Center software improved authentication and agent efficiency, customers often couldn’t tell they were speaking with outsourced agents, and the bank reports faster service and renewed peace of mind.

Peoples Security Bank & Trust

Nicole Finch

Call Center Supervisor