One of the best parts of our job is being able to meet and speak, one on one, with members of our dynamic, interesting and fascinating network. Recently we had the wonderful opportunity to sit down with Richard Antosik , Director, Customer Experience, Contact Centre at Moneris Solutions Corporation to discuss how sales and customer service have worked to position The Moneris as a leader in the industry.
What service/product are you most proud of to offer your clients
Rather than a single product or service, I am most proud of the way we partner with our customers to support their business growth. From the first time we interact with our customers, we ask detailed questions aimed at understanding their business. We then offer the appropriate solution based on their particular needs. These questions include asking about the nature of their business, processing volumes and the types of payments they would like to process.
As their business continues to grow and evolve, we have products and services that can help them manage that growth in easy to implement and cost effective ways. Whether serving a small business owner with a single location, or a larger National customer with hundreds of locations, we always put our customer’s needs first.
“It’s not just what you do, it’s how you do it” – could you give us a few examples of what this means in your business.
Moneris delivers an exceptional customer experience by investing in the right products, seamless service delivery and easily accessible customer support. We are able to provide support in several languages and we educate our customers on understanding payment processing costs.
Moneris oversees all aspects of the customer experience, from order placement to on-site repair, ensuring the seamless delivery of services. With this approach, we can increase our first call resolution and quickly get our customers focused on being payment ready.
It was once said that “You get one chance to be very good when a customer contacts you”. How do you select employees that are a good match for your culture?
With more than 15 years of experience in the payments industry, along with processing over 3 billion credit and debit card transaction per year, we’ve had a chance to learn about what makes a great customer experience. This includes selecting employees who can deliver exceptional value for our customers.
Customer service requests can be highly technical in nature. We believe our customers are looking for Agents who will acknowledge their problem and instill confidence that we will find a resolution to help get them they answers they need, whenever they need it. We recruit for professionals who have a passion for delivering exceptional customer service, matched with the ability to solve complex problems.
Significant time is invested in having potential candidates meet with the leaders they will be working with. Through these interviews, they can discuss why they feel the role with Moneris is a right fit for them today, and, as part of their longer term career aspirations.
In many cases, we also establish hiring committees with representation from different areas of the organization. This committee process ensures that we are looking at the longer term potential of an employee versus only looking at the role they are immediately applying for. By combining this focus with external online assessments, we feel our people are set up for success from day one with Moneris.
How do you ensure consistent high quality service through all points of contact and/or locations?
Our customer service network and technology is designed in such a way that most front-end conversations and fulfillment work can be completed from any physical Moneris location, as well as working from a virtual office. Working in an operation that is available at any time (we are open 24 hours/day, 365 days a year), continuity in messaging is extremely important.
We design our individual and organization goals and incentive plans around delivering an exceptional customer experience. This includes measuring first contact resolution and the likelihood that customers will refer us to other potential customers.
As our customer base continues to grow and become more diversified, ongoing investment in tools and capabilities is a critical way to ensure we gain instantaneous familiarity for optimal support.
Do you measure Employee Engagement? How and how often?
We formally measure employee engagement through a confidential survey on a yearly basis. The results and initiatives that come from these results are constantly reviewed and implemented.
In addition to our formal survey, we conduct skip level meetings in person to understand how our leaders are doing, as it pertains to supporting their teams. At Moneris, we invest into leadership development with both home grown and external training programs.
We make employee engagement an everyday focus rather than a once a year check-in.
I am proud that Moneris has been named one of Canada’s 50 Most Engaged Workplaces, for two consecutive years.
In today’s environment, technology plays a large role in the service equation; how does your organization enhance the customer experience with technology?
At Moneris, we offer solutions for large businesses and then take those principles and technology and package it for small business owners.
We understand that business owners are busy, so our solutions are focused on helping businesses save time. In particular, we develop our technology to make life simpler and processes more seamless for the small business owner. Our reliable payment tools, reporting and reconciliation help to ensure that our customers are spending less time with us and more time with their customers.
We realize that businesses are looking for exceptional value at the lowest cost. Tablet-based solutions, as an example, are a way that customers can drive down costs and increase mobility to meet their customers where they want to be met.
We form partnerships with industry leading point of sale software solution providers to deliver world class products and services.
What do you feel are the factors that contribute to great customer experience?
I think that great customer experience is the one true competitive differentiator. This includes being easy to do business with through seamless interactions. Having a passion for what you do is the most common attribute among our top performers. With this passion comes flexibility, and the willingness to learn in our constantly evolving payments space.
A good portion of our Agent and Management roles involve assessing situations and creatively solving problems. Taking initiative and partnering with your customer to creatively solve their problem is a way to keep our people excited and your customer loyalty high.