Welcome Calls

Welcome Calls Process:

• Conduct welcome calls within 7 days after the account goes live and equipment is delivered.
• Attempt to call the customer 3 times. If there’s no answer, notify the ISO that you couldn’t reach the merchant.

Key Steps:

1. Introduction:

   • Introduce yourself and your merchant service provider (e.g., “Hi, this is [name] with [Agent/ISO office]”).

2. Verify Equipment Delivery:

   • Confirm that the merchant has received the equipment. If the equipment is listed in CRM, proceed with the call.
   • If not listed in CRM, note the ticket and follow up after 7 business days.
   • Use the contact number in the CRM (or owner’s contact if different).

3. Confirm Details:

   • Verify the welcome letter was sent and received.
   • Ensure online access to CRM portal is set up.
   • Confirm merchant’s contact info (email, phone number) and whether there’s an authorized contact other than the merchant.

4. Answer Merchant Questions:

   • Ask if they have questions about the equipment, settlement times, or any other processing inquiries.
   • Offer support contact info (Customer and Tech Support: 866-811-1005).

5. Finalize Call:

   • Verify contact email and confirm if it’s the preferred one.
   • Ask if they’re familiar with the Merchant Portal.
   • Confirm a backup contact number.
   • Offer further assistance and note any questions they have.

6. Follow-up if No Answer:

   • If the merchant doesn’t answer after 2 attempts, notify the ISO and leave notes in the ticket.
   • If there's no processing or response after the second attempt, email the ISO directly and close the ticket.

7. CRM Updates:

   • Update CRM with details of the call attempt (check the appropriate boxes and add notes).
   • If contact was made, check the box for "terminal received" and "test transaction."

If there’s no response, mark the attempt and leave detailed notes in the CRM.