The individuals on the phone speaking with your customers are the face of your company. How your customers perceive you is determined in large part by their interaction with your customer service team. For many Program Managers, Customer Service is an afterthought, and they usually outsource it to the Processor or some overseas call center. Not at Cascade. Top-notch 24/7/365 Customer Service is at the heart of every successful debit card and prepaid program, and that is exactly what you can expect from Cascade.
At Cascade, we have “Customer Happiness Agents” (instead of customer service agents) because we want our agents to have a clear understanding of their purpose here at Cascade – to make our clients' customers happy. Our hiring and training processes ensure that our happiness agents are friendly and genuinely value, helping others. Our goal is to have every interaction with a customer be a happy one where they feel heard, understood, and leave feeling as though the conversation itself was positive.
Customer Service With A Difference
Our Customer Happiness Team is not only US-based but also in-house at our Corporate Headquarters. Cascade’s CEO and management team frequently visit the call center floor to see how well they serve our customers. Any problems for cardholders get resolved quickly. Escalated items don’t go into a queue of issues to die, but rather get shared with the parts of the Cascade team who need to be involved in working and solving the problem. Customer Service isn’t just a side dish at Cascade; it’s the main course.
Cascade offers phone, text message, chat, and email support. There are no call quotas for our agents, so they treat every customer with their full individual attention, taking their time, and treating them like they are the center of this universe. Building relationships and getting to know our customers is important to us. As part of our training, the customer happiness team makes sure that its agents understand PCI-DSS and banking regulations such as BSA (Bank Secrecy Act) and AML (Anti-Money Laundering).
Contact Your New Issuer Processor
Getting started with Cascade is easy. Let’s talk and see how we can work together to build the card program you need. Just Ask.
Get Happy Today
We provide our world-class Customer Service on all of the debit and prepaid programs that we manage. Furthermore, we can handle your Customer Service even if you are with another program manager. Give us a call at 702-745-3065 or contact us and let us help your debit and prepaid customers get happy, too.