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Education

tions or built their own homegrown Because you have been in business for so long, use of these tools may seem
systems. If you're not quite ready to intuitive or based on common sense. For others, especially those new to the
develop your own proprietary tech- payments industry, this may not be so.
nology, you may want to reach out to
companies like Pineapple Payments, Jordan Olivas is a Director at RS Software Inc., a company that helps ISOs, banks, terminal,
TSYS, First Data Corp., Base Com- acquirers and bill pay companies become technology leaders in the payments space by increas-
merce LLC, and Global Payments Inc. ing margins and operational efficiency through custom software. development, gateways, EMV
to see what they have to offer and see certification, consulting, merchant boarding solutions, and testing tools. He can be reached at
how it compares with your current jordan.olivas@rssoftware.com.
processing relationship(s).

By evaluating current and potential
partnerships, you will also grab a
glimpse into what your competitors
are doing. Did you know that cer-
tain platforms offer a built-in loyalty
platform while others do not? By do-
ing this, you can also better prepare
yourself for some of the objections
your MLSs may encounter.
3. Provide great
training
The need for thorough training
seems obvious, but many ISOs pro-
vide only a few hours of instruction
or access to a training library that
has no accountability tied to it. When
you bring on new agents, spend a
day or two with them to help them
understand your business and your
services. Once you have gone over
some cold calls together, let them
access your online training section,
and create an accountable follow-up
plan to ensure they understand the
material.

And don't forget that being there for
them during cold calls or on-site vis-
its helps your new MLSs understand
how they should conduct conversa-
tions when they are representing
your company.

From a technology perspective, it
may be worth investing in a learning
management system to help organize
some of the basic training modules
you have, such as how to use your
email, customer relationship man-
agement and merchant boarding
platforms.

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