First American Payment Systems today announced that it has earned the Association of TeleServices International (ATSI) Call Center Award of Distinction for the ninth consecutive year. ATSI is the leading organization in evaluating courtesy, call etiquette, the use of proper call techniques, as well as response time and accuracy, and the Award of Distinction is hailed as the highest honor among customer support/call centers.
In 2020, First American’s customer support team:
- answered 80 percent of calls in less than 30 seconds;
- delivered both technical and general customer support via email and toll-free telephone 24/7/365; and,
- continued industry-leading 25-month average tenure among front-line representatives.
“First American has set the standard for delivering an enhanced customer experience that solidifies a level of trust amongst the businesses we serve, from small-to-medium sized merchants to large-scale enterprise operations,” said Brian Dorchester, Executive Vice President of Operations. “It’s often after the sale when you find out what kind of payment processing partner you really have. We take that mission seriously and deliver world class service to our business partners.”
ATSI was established by and for call center and answering service owners and operators who seek quality control processes, training protocols and unbiased feedback on call quality.
