One-Call Resolution from TransFirst® Improves Customer Support Experience for Merchants
Hauppauge, New York (August 20, 2013) – 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.