New Customer Contact Center!

New Customer Contact Center!

In the photo from left to right:

Morgan Majercik, Helen Gardner, Pete Rauktis, Kathleen Greene, Tina Devlin & Samantha Rogers


On October 3, 2016 Webster Five Cents Savings Bank will open a customer contact center at the Auburn location, 400 Southbridge Street in Auburn, MA. The Bank is excited to open this new contact center to enhance the experience for those customers who choose to interact with the Bank using various forms of communication. The team of dedicated and knowledgeable contact center representatives will be empowered to deliver support to customers who call-in, email or inquire through the Bank’s website. The contact center will also provide customer support for online account opening.

Customers who call the Bank will be able to select their reason for calling from a short list of options and a contact center representative will have the capability to assist that customer, no matter what the need. By instituting menu prompts, the amount of calls transferred will be reduced and calls will be resolved consistently and efficiently.

Webster Five is also pleased to offer extended banking hours beyond the branch hours through the new contact center, by serving customers Monday through Friday 8:00 AM to 6:00 PM, and Saturdays 8:00 AM to 1:00 PM. With these longer hours of operation, customers will continue to receive a personalized experience at their own convenience.

“I’m excited about implementing this project and I think it is truly going to allow us to give our full attention to customers when they contact the Bank,” explains Joe Radovanic, Senior Vice President of Retail Administration.

The customer contact center consists of a team of six current Webster Five employees, including the Contact Center Manager, Tina Devlin. Tina has been with Webster Five for more than 20 years and has held various positions within the Bank. Most recently, she worked as Deposit Operations Customer Service Supervisor. The decision to have Tina lead the contact center team was influenced by her positive reputation with customers and her ability to provide top notch assistance. Tina played an integral part in the design and development of the contact center.

Webster Five understands the importance of evolving to better serve their growing customer base and changing needs. An internal study of customer communication preferences was initiated after the Bank recognized an opportunity to optimize the customer experience. Employees from different areas of the Bank gathered data, participated in pilot testing and created recommendations for a better way to handle the volume of customer calls and inquiries received electronically. The results of the study confirmed there was a more efficient way to deliver an optimum customer experience. Having a dedicated team to handle all non-branch inquiries supports the Bank’s Personal Banker model, which allows employees to provide customers with their undivided attention and assist them in the branch, no matter the need.

Webster Five President and CEO, Donald F. Doyle said, “I’m happy that we are able to provide our customers with a more efficient way of serving their financial needs. I’m confident that our new contact center will be beneficial for all.”

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