PRESS RELEASE: AnyHour Solutions, a provider of comprehensive call/contact center outsourcing services for financial institutions since 1994, announces a new service added to their list of 24/7 call center outsourcing capabilities and a new financial institution client – Lake Sunapee Bank – that is now live with the new service. AnyHour Solutions is now providing comprehensive 24/7 call center services for REDi financial institution clients that employ the REDi Verifi fraud prevention software.
Redi Enterprise Development Inc. (REDi) is a leading provider of automated risk management services for financial institutions. The company’s flagship software, Verifi powered by REDi, enhances the security of debit card transactions by making the customer part of the fraud prevention process. Leveraging low cost communication methods designed to connect with customers through the channel of their choice, the system can successfully verify suspicious transactions in real time. With the addition of the AnyHour Solutions 24/7 call center to REDi’s existing communication methods, such as email, SMS, IVR, mobile and third-party mobile integration, banks and customers alike can rest assured that they are well equipped to handle fraud and respond at any time of day to customer inquiries.
Rockford, IL-based AnyHour Solutions’ 24/7 call center services are designed to work with a bank’s existing customer service operations to more efficiently manage overflow as well as after-hours and weekend calls. Based on the bank’s needs, incoming calls can be seamlessly routed to the AnyHour call center during specific days and hours to ensure customers receive the same superior service at all times. In addition, each bank is provided with their own dedicated toll free number uniquely branded for the specific bank to eliminate any confusion between customers and call center staff.
Lake Sunapee Bank ($1.6B assets), headquartered in Newport, NH, went live with using the AnyHour Solutions 24/7 call center service for their fraud department in April of 2016. “Consumers conduct banking business around the clock, and the AnyHour Solutions call center helps us provide the same high level of support our customers are accustomed to at any time on any day,” said Sue Fernald, Vice President of Deposit Operations. “The middle of the night calls are handled with the same efficiency we offer during the day, and we are able to update customer data with every call. Our customers have informed us that they are very happy to have 24/7 access to a live person to help them out. Lake Sunapee Bank is happy to have the addition of AnyHour Solutions for our after-hours fraud call center support. They have been very helpful in assisting our customers for fraud alert notifications.”
For the REDi clients AnyHour’s call center handles incoming inquiries from customers and manages standard common interactions, such as customer verification, transaction acceptance/rejection, card activation/deactivation and contact center updates. AnyHour also provides a full suite of 24/7 call center outsourcing services for banks including full customer service capabilities via real-time core system integration.