SHC Direct's customer service operations are multi-faceted and tailored to provide the best customer experience in the industry. Each of our clients receives a full suite of first class customer service options, since the success of any program hinges on the ease of transactional use of its actual participants.

Success begins on the front lines with our call center agents—staffed 24/7 so no call is ever left unanswered. Our dedication to quality on each and every call is borne out by our interactive coaching with the phone representatives, who we monitor on a frequent and continuous basis to ensure top-level accuracy and service. Our program-specific electronic "dashboards" allow the agents to quickly access and relay relevant information live on the call. The majority of the calls are resolved at this first point of contact.

For issues which require a higher level of customer engagement, we have an escalation procedure in which the call center agent creates a case to be handled by one of SHC Direct's Customer Service Specialists. These issues are responded to within a day of creation, and resolved with the utmost attention to getting it right for the customer.

Many of our programs have gift card and/or merchandise fulfillment needs, for which we offer hundreds of attractive redemption options from reputable vendors. The SHC Direct fulfillment system guarantees speedy turnaround times, inventory quality control mechanisms, and user-friendly ordering interfaces.

Plainly put, consumer demands drive the caring we employ in both our customer service and fulfillment functions, and we strive to exceed those very demands every day. Our Customer Service team's combined years of experience and dedication to this principle ensures that we adhere to the standard of continuous improvement and top-flight service of our most valuable assets—our customers.