08/17/2018: Customer Contact Center is Now Open
Carter Bank & Trust’s opens a new Customer Contact Center in Martinsville. This center is one of our several strategies designed to enhance customer service.
Staffed with 10 customer contact specialists, the center will receive all inbound general banking and account-specific questions from customers across the bank’s 106 branch locations in Virginia and North Carolina.
We receive on average 1,200 daily calls, Monday through Friday.
On the weekend of November 9, we will be converting to a more state-of- the-art core operating system. This new system will position us to offer more products and services, including online and mobile banking. The roll out of these new offerings is planned for the first quarter of the new year.
According to CEO Litz Van Dyke, having the center opened prior to this conversion will enable us to be more responsive to customer inquiries.
“Customers will want to know what is happening and how this conversion will affect them. We now have an enhanced delivery channel staffed with highly trained and knowledgeable associates, who are prepared to answer inquires and resolve any customer issues quickly,” Litz said.
President and Chief Banking Officer Phyllis Karavatakis agreed.
“Upgrading technology requires customers to take specific steps online. Since the majority of our customer-base is unaccustomed to online products and services, we thought it was imperative that we had knowledgeable, patient voices guiding them through the process,” Karavatakis added.
“While our branch employees are the face of Carter Bank, the center will become our voice,” she said.
Chairman of the Board of Directors Jim Haskins, Executive Vice President and Chief Administrative Officer Jane Ann Davis and Vice President and Center Manager Veronica Bocock also spoke during the celebration.
Pictured in the ribbon cutting are (left to right): Contact Center specialists Shaquetta Graham, Casey Thompson, Tyler Brooks, Sierra Law and Cynthia Hughes; Vice President and Center Manager Veronica Bocock; Executive Vice President and Chief Administrative Officer Jane Ann Davis; Board Chairman Jim Haskins; CEO Litz Van Dyke; President and Chief Banking Officer Phyllis Karavatakis; Contact Center team leads Jessica Gunnell, Takara Norman and Danielle Spencer; and Contact Center specialists Regina Harris and Stacey McNeely.