Deluxe Corporation has recently been honored with the prestigious 2025 Association of TeleServices International (ATSI) Call Center Award of Distinction, marking the 13th year in a row the company has received this accolade. This recognition is more than just a feather in the cap for Deluxe; it heralds the exceptional capabilities of its Merchant Services customer care team, a key point that small business owners should pay attention to.
Awarded during ATSI’s 2025 Annual Conference in Phoenix, AZ, the accolade is the result of rigorous evaluation of call center performance across North America and the UK. Over a six-month period, independent judges scrutinized agents based on real-world scenarios that test their problem-solving and customer service skills. “Being recognized 13 years in a row by ATSI underscores the extraordinary work of our customer service professionals, who bring skill, patience, and a deep commitment to our clients every day,” said Brian Mahony, President of Merchant Services at Deluxe.
For small businesses, the quality of customer service can be a significant differentiator in today’s competitive landscape. The insights from Deluxe’s achievement reveal a blueprint for effectively managing customer interactions. Their model of 24/7 support, provided by a U.S.-based team, emphasizes not only availability but also the importance of professionalism and training. The average tenure of their front-line agents stands at an impressive 36 months, stabilizing customer relationships and fostering a sense of familiarity that can be beneficial for both parties.
Deluxe’s Merchant Services offer a comprehensive payment processing solution that accommodates various payment methods, simplifies PCI compliance, and ensures a smooth checkout experience. With the ability to handle approximately 15,000 calls per month, the support team is continuously refining their service benchmarks, improving the experience for businesses that depend on efficient payment solutions.
This level of service is no accident; it is rooted in the rigorous standards defined by the ATSI Award of Distinction. Judges evaluated call centers based on criteria such as Customer Relationship Management capabilities, courtesy, overall professionalism, and accuracy of calls. As Brianna Burke, ATSI President, pointed out: “The ATSI Award of Distinction was created to celebrate the agents who handle the most complex and high-stakes calls.” For small businesses, understanding these key metrics can help in selecting service providers that prioritize customer care—a vital aspect in securing customer loyalty.
However, there are potential challenges that small business owners must consider. While a strong customer service team can enhance customer satisfaction, it also requires significant training and investment in human resources. Building a customer care strategy that mirrors the exemplary model set by Deluxe might necessitate budget reallocations or adjustments in operational priorities. It’s essential to balance this investment with other aspects of the business, ensuring that customer service enhancements do not compromise other critical areas.
Small business owners may also face pressures from their customers for immediate resolutions. As Deluxe’s experience illustrates, cultivating a skilled team capable of complex problem-solving can alleviate some of this stress. But, it’s vital to bear in mind that enhancing customer service isn’t always an overnight fix; it requires a cultural commitment throughout the organization.
In a world where customer experience often dictates business success, Deluxe’s recognition serves as a reminder of the importance of investing in customer care. The quality of service a business offers can be transformative, not just for customer retention, but for overall brand reputation.
For further details on how Deluxe is setting the bar for customer support, visit the original press release.
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