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Inspiration

Staff training for holiday troubleshooting

s you know, the year-end holiday season is security concerns, can make a significant difference
one of the busiest times for merchants, making when time is of the essence.
it critical for ISOs, merchant level salespeople
A (MLSs) and other merchant service provid- 3. Offer remote support options: Many payment
ers to be prepared for the inevitable payment processing glitches can be resolved remotely. Equip staff with
issues that can arise. At the same time, staff will want to the necessary tools and access to systems so they
take time off to enjoy the season with their circle of friends can assist merchants from wherever they are,
and family. reducing the need for physical presence while still
offering effective support. Remote assistance can
These factors make it challenging to balance time off help troubleshoot such issues as software updates,
for holiday celebrations and the staffing required for connectivity problems, and more.
consistent merchant support throughout the season. Here
are four tips to help make sure your business is functioning 4. Plan for rotational coverage: To give staff time off
optimally at this hectic, demanding time of year. while ensuring merchants are supported, consider
setting up a rotational schedule. Rotating on-call
1. Cross-train staff for versatility: One of the best responsibilities helps maintain service levels while
ways to ensure coverage is to cross-train staff. By allowing staff to enjoy holiday traditions.
equipping team members with a broad knowledge
base, businesses can ensure that no matter who is By preparing staff through cross-training, establishing
on call, they can troubleshoot common issues like protocols and offering remote support, ISOs, MLSs
system downtime, failed transactions or network and other merchant acquiring professionals can ensure
interruptions. This also allows for more flexibility merchants are well-served, even during the busiest
in scheduling during the holidays. holiday season.
2. Set up clear protocols for emergency support:
Establishing clear, step-by-step protocols for
troubleshooting can empower staff to resolve issues
quickly, even during off-hours. Providing easily
accessible resources, such as guides for replacing
malfunctioning equipment or responding to Kate Gillespie, President and CEO

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