Rethinking customer service in payments

For some businesses, dealing with payment providers can mean navigating long hold-times, repeating information and waiting days to start taking payments. These frustrations aren’t just minor annoyances – they can have a real impact on a business’s ability to operate. 

“Elavon listened closely to merchants across Europe and we heard these concerns echoed time and again,” says Sylwia Hannigan, Head of EU Customer Service. “Rather than accept these issues as ‘just the way things are’, we set out to do things differently.”

What changed – key initiatives

The Elavon transformation brought together technology, teamwork and a genuine desire to help. Here’s how the vision was turned into reality:

• Smarter call routing: 
  No more endless transfers. Calls are now routed directly to the right specialist, based on the customer’s terminal type. The result? Most calls are picked up in just 24 seconds, and over 80% are answered within a minute. This has significantly reduced frustration and improved the speed at which issues are resolved.

• Unified customer data: 
  With the ‘One Ring’ application, agents have all the information they need at their fingertips. This means faster answers, fewer repeated questions, and a smoother experience for everyone. By consolidating customer data from multiple sources into a single interface, Elavon has cut average handling time by over a minute per call and reduced the likelihood of errors or repeated questions.

• Customer Advocacy Group: 
  A dedicated team ensures that every process change is shaped by real customer needs. This group also helps new customers – especially those joining through acquisitions – feel right at home. The group’s work has helped break down silos between teams such as collections and chargebacks, creating a more seamless experience for customers.

• Self-service and security enhancements: 
  We introduced DIY onboarding and one-time passwords, making it easier for customers to get started and stay secure. These changes have eliminated 19,000 calls per quarter and cut call volumes by 15% year-on-year. The DIY onboarding solution empowers customers to resolve simple queries themselves, freeing up agents to handle more complex issues.

• Omnichannel and multilingual support: 
  Help is always close at hand, whether through live chat, digital forms or phone and email in 13 languages. With 24/7/365 service and four support hubs across Europe, customers can reach Elavon whenever and however suits them best. Nearly 80% of applications now board digitally, with 75% opened the same day and 73% of terminals deployed the day after account opening.

• Resilient operations: 
  With 169 agents across Poland, Ireland, the UK and Spain, Elavon can keep service running smoothly even if one location faces challenges. This distributed model has proven valuable in maintaining consistent service levels, especially during periods of high demand or unexpected disruptions.

• Proactive retention campaigns: 
  In late 2023, we launched a proactive retention campaign that brought together Sales, Customer Service and Account Management teams. The aim was to treat every customer touchpoint as an opportunity to add value, not just solve problems. By aligning teams around streamlined customer journeys, Elavon has retained over 2,400 customers who might otherwise have left.

Group ensures that every piece of feedback leads to real change. “Our measurement framework goes beyond the basics, tracking everything from agent satisfaction to ease of doing business,” says Kevin Curley, Head of Europe Front Office Operations. “Agents receive regular coaching and training, ensuring that service stays sharp and responsive. Using the Qualtrics dashboard provides us with real-time visibility into customer sentiment and service effectiveness, allowing for continuous optimisation.”

Digital transformation

The digital transformation has also made a tangible difference for customers. Nearly 80% of applications now board digitally, with 75% opened the same day and 73% of terminals deployed the day after account opening. This speed and efficiency mean that businesses can get up and running faster, with less downtime and fewer obstacles.

“Our multilingual approach has broken down language barriers, making it easier for customers to get help in their preferred language,” explains Sylwia. “Dedicated phone numbers and email addresses for each language ensure that customers can communicate naturally and effectively, no matter where they are.”

The Elavon journey to transform customer service is ongoing, but the results so far show what’s possible when a company truly listens and adapts. By blending smart technology with a human touch, we’re making payments easier for businesses of all sizes. 

“Our experience offers valuable lessons for anyone looking to raise the bar in customer support – proof that even in a complex industry, positive change is within reach,” concludes Kevin.