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Call Center
Your call is important to us, because it’s important to you.
Easily, the feature of the company that differentiates Abacus
from other POS vendors is our Customer Solutions Group Call
Center. Abacus staffs its Call Center with seasoned
professionals, highly trained and experienced technicians that
can provide the rapid, accurate support necessary to reduce
downtime. Abacus support personnel are well experienced in
troubleshooting and resolving procedural, hardware, and software
problems quickly and efficiently.
The Abacus Call Center philosophy is simple.
We Answer the
Phone
Sounds pretty obvious, but you've probably run into a lot of
companies that don't. We actually do.
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On average, 80% of our calls
are answered by a trained
technician who is ready to help you.
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Of those calls that do go into
our message queue, the average hold time is less than 30
seconds.
This means you'll be able to spend your time on your business,
not on the phone.
We Identify
and Escalate Calls Through Three Levels of Support
Our Call Center technicians are trained to rapidly identify
issues and escalate them to the service personnel with the
appropriate expertise and skill sets.
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Level 1:
Mission Critical Abacus Support.
Abacus identifies
mission
critical
challenges immediately on a “one touch” basis. Customer mission
critical challenges are
those that
adversely affect the operator's ability to service their
customers. Abacus offers
both open and closed ended escalation to your third party vendors.
Level 1 support examples
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Level 2: Aloha Operations and
Consulting. Abacus is
in the business of helping you
make more money with the POS system you already have. Whether it's
training you on
specific front of house or back of house features or helping you
with a quick menu change,
Abacus is here for you.
Level 2 support
examples
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Level 3: Information Technology
Management.
With the importance of network integrity
growing every day, Abacus is here to help you maintain industry
security standards.
Level 3 support
examples
We Provide Measurable and
Consistent Support
At Abacus, we're proud of our customer responsiveness. We're in
business to keep you in business. We monitor our own performance
rigorously to ensure that we maintain high standards.
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All calls are tracked in our
VoIP phone system
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All Support calls are tracked
in our contact solution database
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Auditing reports are
available for both support tools
Support Examples
The
following brief examples are only provided for purposes of illustration.
The Abacus Call Center handles support issues far too numerous to list
here.
Level 1 Support
Examples
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Credit or gift cards
not processing
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Terminal or printer
down
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Employee logins or
passwords
Level 2 Support
Examples
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Menu
maintenance: adding items, menus, submenus.
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Cost saving
tools: labor management, inventory control, cash
handling.
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Reporting:
audit reports, product mix, sales.
Level 3 Support
Examples
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Anti-virus maintenance
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Firewall
maintenance
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Password
maintenance
Abacus. You can count on us.
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