To fulfill SecurityMetrics objective of simplifying PCI Compliance for its customers, SecurityMetrics has invested heavily in technology and in our staff who work directly with customers.
A major portion of what we do at SecurityMetrics involves speaking directly with merchants. More than 200 SecurityMetrics employees talk to merchants every day. We average over 5,000 calls a day or more than 100,000 calls per month.
The foundation of our excellent customer care begins with a hiring process that identifies customer-friendly staff. A great deal of training and coaching then prepares our staff to consistently meet customer needs in the most professional, friendly and efficient manner.
SecurityMetrics’ Managers and Quality Assurance staff have developed an extensive training process and an ongoing process of continually coaching our staff. We record calls with our customers. Approximately 1,500 calls are reviewed each month to help keep call quality high. Detailed evaluation criteria exist for each call review. Many evaluations include recommendations for call improvement, even for minor items.
By selecting customer-friendly staff, training and evaluating them thoroughly in the processes of efficiently assisting merchants, SecurityMetrics is able to continue its tradition of being your best option for simplifying PCI DSS compliance in the most merchant-friendly manner possible.
Posted by: John "JB" Bartholomew; Vice President of Sales
A major portion of what we do at SecurityMetrics involves speaking directly with merchants. More than 200 SecurityMetrics employees talk to merchants every day. We average over 5,000 calls a day or more than 100,000 calls per month.
The foundation of our excellent customer care begins with a hiring process that identifies customer-friendly staff. A great deal of training and coaching then prepares our staff to consistently meet customer needs in the most professional, friendly and efficient manner.
SecurityMetrics’ Managers and Quality Assurance staff have developed an extensive training process and an ongoing process of continually coaching our staff. We record calls with our customers. Approximately 1,500 calls are reviewed each month to help keep call quality high. Detailed evaluation criteria exist for each call review. Many evaluations include recommendations for call improvement, even for minor items.
By selecting customer-friendly staff, training and evaluating them thoroughly in the processes of efficiently assisting merchants, SecurityMetrics is able to continue its tradition of being your best option for simplifying PCI DSS compliance in the most merchant-friendly manner possible.
Posted by: John "JB" Bartholomew; Vice President of Sales