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Customer Service :
 Merchant
Support, our world class customer service
department, is committed to providing superior
service in a continual effort to exceed our
merchant’s expectations and requirements. Our team
strives to create the value-added services necessary
to maintain long-term partnerships with our clients.
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NPC
Merchant Support consists of two help desks, Terminal
Support and Customer Service. Both Help Desks aspire to
be the number one in the industry by providing quality
service and meeting the industry standards of 5% or less
abandoned calls with 80% of the calls answered within 20
seconds or less, 365 days a year x 7 days a week x 24
hours a day. Merchant Support strives to reach these
goals by providing 4 weeks of class-room training and 2
weeks of assisted call experience to all new
representatives, insuring accurate dissemination of
information to all merchants in a timely manner.
Contributing to the ongoing departmental success is the
maintenance of an employee incentive plan for all of
Merchant Support. These awards are achieved through
constant call monitoring and adherence to established
agent performance requirements.
The Terminal
Support Help Desk is comprised of 160 full time
employees. Support calls consisted of credit card
terminal and personal computer software specific trouble
shooting questions for over 600,000 merchant locations
and 75+ applications. The representatives are assisted
by Terminal Specialist or Floor Team Leaders for
escalated issues.
The Customer
Service Help Desk is made up of 90 full time employees
responding to and resolving merchant issues in regard to
their statements, deposits, changes and charges.
If
you are an existing customer, you may contact our 24
hour Customer Service department at (800) 928-2583.
NPC is a world leader in Credit Card
Processing and, Merchant Service Processing. |
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