One-Call Resolution from TransFirst® Improves Customer Support Experience for Merchants
HAUPPAUGE, N.Y., Aug. 20, 2013 /PRNewswire/ -- As part of its commitment to provide merchants with the most positive customer service experiences, TransFirst is pleased to announce One-Call Resolution, part of its 24/7/365 merchant support offerings.
One-Call Resolution is TransFirst's innovative system through which a merchant can resolve a question or problem in a single call to the merchant support team. Because TransFirst's merchant services agents receive extensive training in all aspects of TransFirst's business and solutions, a merchant's issue can generally be handled by one agent. However, because some issues require specialized expertise, TransFirst's agents are grouped into Performance Optimization Delivery (POD) teams. Each POD team includes agents who have specialized expertise in different aspects of the merchant experience; this maximizes the collective skill set of the team and helps ensure that a solution to the merchant's issue can be easily accessed by the agent who originally accepts the call. This process virtually eliminates dropped calls or bouncing between multiple agents, and speeds the process so that the merchant can be satisfied through his or her initial service call.
"TransFirst has a mission to provide superior customer service to our merchants, and the One-Call Resolution system is a key component of that mission," says John Shlonsky, TransFirst's president and CEO. "A merchant's experience with our support teams should reflect our belief that customer satisfaction is TransFirst's most important goal. We are confident that One-Call Resolution demonstrates to merchants that we are serious about working with them to grow their businesses."
TransFirst offers its merchants 24/7/365, U.S.-based merchant support at no additional charge to their service. TransFirst consistently ranks at or near the top of the industry's measures of merchant support practices, including a near-perfect record of answering of merchant support calls within 30 seconds. More information about TransFirst's shared service support levels is available on TransFirst's website, www.TransFirst.com, in the "Latest News" section of the homepage.
About TransFirst (www.transfirst.com)
A leading provider of secure transaction processing services and payment enabling technologies, TransFirst offers innovative products and services designed with financial institution, independent sales organization, healthcare, e-commerce, government and merchant customers' unique needs in mind. By collaborating with our customers and utilizing strong industry knowledge, we help them grow their businesses. Founded in 1995, TransFirst continues to attain significant market share and world-class expertise in growing and profitable industry segments. Built on a platform of personal service, customer commitment and flexible pricing, TransFirst is headquartered in Hauppauge, New York, and has operations facilities in Aurora, Colorado; Broomfield, Colorado; Omaha, Nebraska; Overland Park, Kansas; Franklin, Tennessee; and Cypress, California; and executive headquarters in Dallas, Texas. Company-wide, TransFirst currently processes approximately $37 billion in annual sales volume for approximately 200,000 merchants and financial institution partners. For additional information, please call 800.745.2659 or visit www.TransFirst.com.