Customer Care Center celebrates its 1,000th hour open since launching 24/7 service
February 13, 2017
The Park 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 Park National’s Chief Operations Officer Tim Lehman, 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,” Lehman explained.
“So if you need help with your debit card after dinner at restaurant, or with your online billpay 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 3am to 4am 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 eleven 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.
Media Contact: Ellie Akey, Marketing Specialist | (740) 349.5493 | firstname.lastname@example.org
About Park National
The Park National Bank is the leading financial institution in Licking County and a top community bank in central Ohio. Founded in 1908, it provides deposit, loan, and trust and investment services for families and businesses. Park consistently earns high marks and awards for its service, community leadership, and financial performance. Park operates 16 full-service offices in Licking and Franklin counties and is headquartered in Newark, Ohio.