TBAS Launches Omnichannel Contact Center

February 12, 2024 Uncategorized Leave a reply

2/12/24 - 93KHJ's Joey Cummings talks with President and CEO of Territorial Bank of American Samoa Owen Peery and TBAS Contact Center Specialist Judy Su’e about the bank's new omnichannel contact center.

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The Territorial Bank of American Samoa (TBAS) is proud to announce the launch of its first ever omnichannel contact center, a significant milestone in its commitment to enhancing customer service and banking convenience. The new contact center will offer customers comprehensive support through various channels, including Dial 8227, chat on the TBAS website and mobile app, and innovative co-browsing support.

The introduction of the omnichannel contact center marks a significant step forward in TBAS’s digital transformation journey, providing a seamless, integrated customer experience across multiple platforms. Whether customers prefer to communicate via phone, chat, or co-browsing, they will receive personalized, efficient service from TBAS’s dedicated team of banking professionals.

“The launch of our Omnichannel Contact Center represents a significant step forward in our mission to deliver exceptional service to our customers,” said Owen Peery,

President and CEO, of the Territorial Bank of American Samoa.

“By integrating multiple communication channels, we are not just simplifying customer interaction but also enhancing our ability to meet their needs promptly and effectively. We are excited to offer our customers the convenience, efficiency, and personalized service they deserve.”

The contact center will operate from Monday to Friday, 8:00 AM to 4:00 PM, ensuring that customers have access to support during core banking hours. This initiative is part of TBAS’s ongoing effort to meet the evolving needs of its customers and to provide exceptional banking services that are accessible, secure, and convenient.

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Host (Joey): Good morning, American Samoa! You’re tuned in to 93KHJ, bringing the heartbeat of our island to your ears. We’re talking about a major leap in customer service technology right here in our community. The Territorial Bank of American Samoa, is launching its first-ever omnichannel contact center. And here to talk about it, we have two very special guests: the President and CEO of TBAS, Owen Peery, and their Contact Center Specialist, Judy Su’e. Welcome to the show, Owen and Judy!

CEO (Owen): Thank you, Joey! It’s a pleasure to be here.

Contact Center Specialist (Judy): Thank you, Joey. Excited to be on air with you today.

Host (Joey):Owen, let’s start with you. This is a big move for TBAS. Can you tell our listeners exactly what an omnichannel contact center is?

CEO (Owen):Absolutely, Joey. An omnichannel contact center is our way of stepping up to meet the modern banking needs of our community. It means our customers can now reach us through multiple platforms - be it over the phone by dialing 8227, through chat on our website and mobile app, or even through co-browsing, where our team can guide you through our online services in real-time. It’s all about making banking as convenient and personalized as possible.

Host (Joey): That sounds incredibly user-friendly. Judy, could you dive a bit deeper into these features for us? How does this benefit the everyday customer?

Contact Center Specialist (Judy): Sure, Joey. Let’s say you’re having trouble with online banking. Instead of explaining it over the phone, we can now co-browse with you, seeing what you see and guiding you step by step. Or if you’re on the go, just shoot us a message through our mobile app or website chat. It’s fast and secure, and you’re getting real-time support from our team. We’re bringing the bank to your fingertips, on your terms.

Host (Joey): I love the sound of that – banking on your terms. Now, Owen, this must have been a massive undertaking. Why was this the right time for TBAS to launch the omnichannel contact center?

CEO (Owen):Great question, Joey. We’ve seen how the pandemic accelerated the shift towards digital banking. Our community deserves access to the best banking technology, and we wanted to lead that charge. It’s about providing unparalleled service and ensuring our customers feel supported, no matter how they choose to bank with us.

Host (Joey): It’s clear a lot of thought and care went into this. Before we wrap up, Judy, could you remind our listeners of the hours and how they can access these services?

Contact Center Specialist (Judy): Of course, Joey. Our omnichannel contact center is available from Monday to Friday, 8:00 AM to 4:00 PM. You can dial 8227 to reach us by phone, use the chat feature on our website and mobile app, or ask for co-browsing support during those hours. We’re here to help with all your banking needs.

Host (Joey): There you have it, folks. Banking just got a whole lot easier thanks to the team at the Territorial Bank of American Samoa. Owen, Judy, thank you both for joining us today and sharing this exciting news.

CEO (Owen):Thank you, Joey. We’re looking forward to serving our community in new and innovative ways and redefining banking.

Contact Center Specialist (Judy): Thanks, Joey. We can’t wait to assist our customers with this new platform.