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Inbound Call Support Eases Online Banking Transition for Thousands of Customers

A community bank with nearly 150 years of experience decided to change its online banking application provider after receiving feedback from its customer base. The switch required all online banking customers to go through a potentially complicated, multistep conversion process.

Harland Clarke’s Contact Center Solutions (CCS) team utilized its Burst capability to handle inbound calls through four phases of the conversion, covering between 20,000 and 35,000 customers each. The support ramped up and down quickly to accommodate fluctuations in call volume during and between phases.

The results included a positive customer experience, short hold times, ready bandwidth for the bank, and a smooth conversion.

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Harland Clarke Corp. is a leading provider of best-in-class integrated payment solutions and marketing services, serving multiple industries including financial services, retail, healthcare, insurance, and telecommunications.

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