The Green Sheet Online Edition

November 24, 2024 • Issue 24:11:02

Inspiration

Staff training for holiday troubleshooting

As you know, the year-end holiday season is one of the busiest times for merchants, making it critical for ISOs, merchant level salespeople (MLSs) and other merchant service providers to be prepared for the inevitable payment processing issues that can arise. At the same time, staff will want to take time off to enjoy the season with their circle of friends and family.

These factors make it challenging to balance time off for holiday celebrations and the staffing required for consistent merchant support throughout the season. Here are four tips to help make sure your business is functioning optimally at this hectic, demanding time of year.

1. Cross-train staff for versatility: One of the best ways to ensure coverage is to cross-train staff. By equipping team members with a broad knowledge base, businesses can ensure that no matter who is on call, they can troubleshoot common issues like system downtime, failed transactions or network interruptions. This also allows for more flexibility in scheduling during the holidays.
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 security concerns, can make a significant difference when time is of the essence.
3. Offer remote support options: Many payment glitches can be resolved remotely. Equip staff with the necessary tools and access to systems so they can assist merchants from wherever they are, reducing the need for physical presence while still offering effective support. Remote assistance can help troubleshoot such issues as software updates, connectivity problems, and more.
4. Plan for rotational coverage: To give staff time off while ensuring merchants are supported, consider setting up a rotational schedule. Rotating on-call responsibilities helps maintain service levels while allowing staff to enjoy holiday traditions.

By preparing staff through cross-training, establishing protocols and offering remote support, ISOs, MLSs and other merchant acquiring professionals can ensure merchants are well-served, even during the busiest holiday season.

The Green Sheet Inc. is now a proud affiliate of Bankcard Life, a premier community that provides industry-leading training and resources for payment professionals. Click here for more information.

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