Horicon Bank offices may span across five counties, but their phone calls are being answered in one building.
The Horicon Bank Customer Support Center was created to centralize the incoming customer phone calls from across the offices and to provide an enhanced level of support. The four-person staffed department has been trained to handle a variety of customer questions or day-to-day customer concerns.
"We trained in operations, bookkeeping, loans and front-line functions," said Support Center Manager Megan Sullivan. "We want to be prepared to answer questions effectively so that our customers are receiving the most efficient and accurate service possible."
The concept of having a "Call Center" for the bank began years ago.
"Our management has been researching the idea for a few years," said EVP Jay Vanden Boogart. "The Customer Support Center is modeled after an idea we saw in a Milwaukee bank. As Horicon Bank continues to grow, we needed to adapt to meet the needs of our customers."
Horicon Bank's newest department isn't only a resource for customers. "Every day, we have our own staff calling for support," said Sullivan. "They call for help with in-branch customer questions or even just to have a password reset."
The new department is taking calls from the entire branch network in phases. Because of the large call volume for all 14 offices, the Customer Support Center is taking on a few offices at a time as staffing allows. With locations in 10 different communities, Horicon Bank is working to stay connected as a community bank.
"We are committed to our communities, both locally, and centrally at our headquarters in Horicon," said Vanden Boogart. "The Customer Support Center allows us to stay connected while offering a higher degree of service to our customers."
The new concept has come as a surprise to a few customers, however.
"Some customers may be surprised if they call expecting to get someone in Appleton, and we answer the phones in Horicon," said Sullivan. "But all our bankers can be found through an extension or direct line and we are streamlining the process. If a specific lender is needed, we can easily connect the customer to them. But if all they need is an Internet banking password reset, they no longer have to talk to three different people to do it. They can just talk to us."