March 27, 2023

EPI Technical Support by the Numbers

Erin Washburn, Director of Call Center Operations

At Electronic Payments, we pride ourselves on providing excellent customer service, and our Technical Support team consistently goes above and beyond to deliver on that value. Check out the infographic to see how we did in 2022, by the numbers.

2022 Technical Support by the Numbers

Quick, Efficient Phone Service

The most critical role of the Tech Support team is to be on call and available to help when you need it. In 2022, they answered a record-breaking 103,989 calls, or an average of 284 calls per day. Despite that volume, the average hold time was only 70 seconds, allowing merchants to quickly get on the phone with an expert and start troubleshooting. The average call length was 11 minutes and 55 seconds. This means we efficiently deduced and solved the technical issue to get our merchants back out on the floor and ready to resume business in under 15 minutes.

Expert Team Members

That efficiency is due to the expertise of our team. Our Tech Support members average 2.78 years at Electronic Payments, with 111 years of collective experience. In 2022, we grew our team 12% year over year to meet your needs and continue providing top-notch support around the clock and seven days a week.

Extensive Support and Outreach

When possible, it’s better to prepare ahead of time and avoid problems than respond to them as they arise. That’s why our team schedules regular meetings, demos, and training sessions to keep you up to date on software changes and product updates. In 2022 alone, our tech and product experts conducted 1,283 scheduled meetings to upgrade POS software and hardware to introduce merchants to new Exatouch® features. The team held additional demos and training sessions, totaling 3,555 for Exatouch, 551 for Clover®, 136 for ProCharge®, and 803 for miscellaneous sales and support activities, bringing our total number of touchpoints up to an incredible 6,328.

Get Unparalleled Support with Electronic Payments

You have a line of customers waiting to check out and something goes wrong with your card processor. If you can’t call an expert and get the issue resolved quickly, that’s business lost and brand loyalty damaged. That’s why our team is available 24/7 and ready to hop on the phone at a moment’s notice to resolve your problem effectively and efficiently.

Interested in learning more about the support we provide our merchant partners?

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