Customer Care Center celebrates its 1,000th hour open since launching 24/7 service
February 14, 2017
The Security National Bank Customer Care Center celebrated its 1,000th hour open this weekend since launching its 24/7 operating schedule at the beginning of this year. Around 11pm last night, the bank had been open for service via phone, email, and live web chat service for 1,000 hours straight.
According to Security National’s President John Brown, the 24/7 center is the next step in fulfilling the bank’s commitment to help people manage their money with confidence and ease in today’s era of busyness and multi-tasking.
“Our clients count on our online and mobile banking to conveniently make a deposit or payment, or check on their accounts and loans, or find a nearby office or ATM. But sometimes nothing replaces the peace of mind that comes with getting your question answered by a friendly, professional banker,” Brown explained.
“So if you need help with your debit card after dinner at restaurant, or with your online bill pay during halftime of your child’s basketball game, or you have question about your car loan during your break while working night shift – we’re here and ready to help,” he said.
In the month of January 2017, the Customer Care Center team handled 55,677 phone calls. More than half (54%) of all calls were answered in less than 15 seconds, and the average wait time to speak with a banker was 34 seconds. Out of 3,332 web chats begun, 95% were responded to in less than 30 seconds. While 3 am to 4 am is the least popular hour to ask questions, the bankers consistently receive calls and chats at all times of day and night and every day of the week. They also helped process more than 100 online applications to open a checking or savings account.
The 11 banks within the Park National Family of Community Banks collaborated to share the updated Customer Care Center services. Each bank within the Park National organization is led by local leaders, including a local president and local advisory board, from a main office in their respective headquarter town. These top community banks share centralized operational and administrative resources. This model places each bank in a strong position to continue delivering highly personalized service and local community support, while meeting regulatory laws and customer demands for sophisticated options and technology.