Company Recognized for Top Customer Service Management Team of the Year
Boston, MA – February 27, 2014 – Merchant Warehouse, a leading provider of payment technologies, today announced it received a Gold Stevie® Award in the Customer Service Management Team of the Year category as part of the eighth annual Stevie Awards for Sales & Customer Service.
The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business AwardsSM and International Business AwardsSM.
“We are truly honored to have received this award,” said David McSweeney, executive vice president of operations at Merchant Warehouse. “This achievement was a team effort, from planning to training to our front line team members who engage with our customers on a daily basis. And, we won’t stop here. We have numerous enhancements slated for 2014 and beyond, all focused on one key objective - delivering an amazing customer experience for our merchants.”
Merchant Warehouse provides complimentary, in-house 24/7/365 customer service and technical support to its broad based of more than 70,000 customers. With a focus on delivering an amazing customer experience, the team fields an average of 17,000 to 22,000 inbound calls per month.
Over the past two years the company completely overhauled its processes and associated success metrics and, as a result, 73 percent of the more than 300,000 inbound annual calls were answered within 30 seconds. The 300,000 plus calls represents a 56 percent year-over-year increase from July 2011 through July 2012. Amazingly, the team was able to deliver significantly improved service in 2012/2013 without adding any additional headcount; a truly remarkable achievement.
More than 1,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Finalists were determined by the average scores of 129 professionals worldwide, acting as preliminary judges.
“Entries to the Stevie Awards for Sales & Customer Service awards have almost doubled over the past few years,” said Michael Gallagher, president and founder of the Stevie Awards. “Not only have we seen a dramatic increase in the number of entries; but the judges have also seen a remarkable rise in the quality of the nominations submitted overall. We congratulate all of this year’s Stevie winners for their outstanding work.”
More information about the Stevie Awards for Sales & Customer Service, and the list of Stevie winners in all categories, are available at www.StevieAwards.com/sales.
About The Stevie Awards
Stevie Awards are conferred in five programs: the Asia-Pacific Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
About Merchant Warehouse
Merchant Warehouse is a leading provider of payment technologies and merchant services. The company’s solutions enable merchants to more effectively connect and engage with their customers regardless of how, where or when they choose to shop. Merchant Warehouse’s flagship technology solution, the Genius™ Customer Engagement Platform™, supports both traditional and new payment types, including mobile commerce, from a single countertop acceptance device.
Merchant Warehouse offers innovative payment solutions that help online and brick-and-mortar retailers, as well as point-of-sale (POS) developers, value-added resellers (VARs) and agents, strategically grow their business. Merchant Warehouse is one of the fastest growing payment technology companies in North America.
For More Information on Merchant Warehouse
Erica Orthmann or Kristin Allaben