Contact Center Solutions Featured Article

North American Bancard Wins Interactive Intelligence's Best Help Desk/Tech Support Team Award

June 24, 2015

We hear so much these days about poor customer service that it almost seems like no organization is providing exemplary customer care.  Part of this is attributable obviously to the old journalistic practice that a story saying ‘dog bites man’ is not news but ‘man bites dog’ is news.  The good news, and this really is good news, is that Troy, Michigan-based North American Bancard (NAB), an industry leader in credit card processing and provider of the PayAnywhere Storefront and mobile point-of-sale solutions, announced that its customer service and mobile and tech support teams won customer experience solutions provider Interactive Intelligence’s Best Help Desk/Tech Support Team Award.

The award was recently presented during the Interactive Intelligence Interactions 2015 Customer Appreciation Dinner in Indianapolis, Indiana.

While a solutions provider award to one of their customers, the recognition is significant. Interactive Intelligence is a recognized leading solutions provider and industry innovator in providing enterprise-grade collaboration, communications and customer engagement software and cloud services. And, the award itself is in a very important area of enterprise operations.  In fact, the Best Help Desk/Tech Support Team Award goes to a company that, “exemplifies the best of the best in the industry and who demonstrates extraordinary commitment, dedication, technical aptitude and service to customers while consistently exceeding performance objectives.”

Specifically the award was presented to NAB for the work of its contact center associates and NAB's Customer Experience Quality Program.  This program is established for others seeking to enhance their contact center customer engagement practices as NAB put it into place to set high standards for greeting, problem solving, professionalism and follow-up of each call that comes into its contact center.

It was also noted that in conjunction with the creation of the program, NAB implemented Interactive Intelligence’s Interaction Decisions software as its long-range capacity planning solution. And, talk about actionable insights, NAB has reduced the average speed of answer in customer service by 3.75 minutes and Technical Support by 2.5 minutes.

"We are very committed to being a business-for-business organization rather than business-to-business," said Terri Harwood, Chief Operating Officer of North American Bancard. "We have a single philosophy of helping American business prosper, and our call center associates are some of our brand's top ambassadors. They are instrumental throughout the customer journey. We couldn't serve our more than 250,000 merchants processing nearly $34 billion each year without their dedication, loyalty, and their consistent desire to go above and beyond to ensure our merchants receive the best possible service. The Best Help Desk/Tech Support Team Award honors their dedication, and is well deserved."

NAB also noted that it has undergone additional infrastructure transformations this year aimed at improving operational excellence and the level of services it provides all its merchants. "A significant part of NAB's infrastructure enhancements are centered on the one element of our business that competitors can't replicate – our culture," said NAB CEO and President Marc Gardner. NAB's investments toward shaping the company's culture for the future also incorporate learning and development investments, including its participation in the ETA Certified Payment Professional program.

The numbers speak for themselves in terms of contact center responsiveness. However, the numbers cited are measurements of time and not quality of interaction, and here too NAB really stood out as the best of the best in Interactive Intelligence’s evaluation of several well-deserving organizations. All of which illustrates what happens when you put the right tools in the hands of exceptional people.  

Edited by Dominick Sorrentino