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Solutions Overview
CONTACT CENTEr ANd SErviCiNG SOluTiONS
improve customer service, reduce costs and strengthen customer relationships through
TSYS Managed Services
Cost-effective, customized strategies
Leverage best-in-class customer service
Global, multi-lingual service models
www.tsys.com
www.tsys.com
TSYS Managed ServiceS TSYS Managed Services is your strategic partner for customer support and back-
office solutions, ensuring your service-oriented business processes are managed
efficiently and successfully. Our mission is two-fold: to help you grow your business
and boost your bottom line performance. We do this by combining our vast
knowledge of issuer- and acquirer-servicing processes with our relentless pursuit
of customer relationship excellence.
We provide support for a variety of card programs, including commercial and consumer credit, debit, retail, loyalty, healthcare and prepaid. Our menu of services consists of five primary categories: 1> Customer service 2> Risk and fraud management 3> Back-office services 4> Disputes and chargebacks 5> Collections
1> Customer Service TSYS Managed Services provides award-winning customer service and support for issuers, acquirers and clients in the loyalty, healthcare and prepaid markets. We provide a variety of services including inbound call inquiries, state-of-the-art interactive voice response (IVR),
after-hours and merchant point-of-sale (POS) terminal help desk support with multi-lingual agents in service centers across the globe. Our Voice of the Customer service combines welcome calls, analytics, after-call surveys and customized reporting packages to help you retain customers.
2> Risk/Fraud Management Services Seasoned, best-in-class industry experts will work with you through a variety of tailored program offerings to detect, investigate and prevent fraud. Our experienced fraud strategy team identifies compromises and suspicious activity and our dedicated risk contact center provides around-the-clock customer support.
Today’s market increasingly places pressure on businesses to
reduce costs and improve efficiencies. These businesses need an effective
partner to handle the processes associated with day-to-day contact center
operations — everything from handling inbound and outbound calls to
managing risk and back-office processes.
www.tsys.com
Contact Center and Servicing Solutions | Solutions Overview
The need to drive down costs and effectively manage your customer
relationships has never been so important. TSYS Managed Services is
uniquely qualified to handle your customer service, back-office and
sales-support challenges. We merge expert payment-industry knowledge
with all of TSYS’ platforms and value-added product solutions to give you
an unprecedented level of service with cost-effective offerings.
Contact Center and Servicing Solutions | Solutions Overview
TSYS Managed Services
Our Experience
Industry Leading Technology
Agent Development
Advanced Management Tools
Strategic Partnerships
www.tsys.com
TSYS Managed Services is your strategic partner for contact center customer
support and back-office solutions, ensuring your service-oriented business
processes are managed efficiently and successfully.
3> Back-Office Services Our back-office services range from application entry, VIP and executive complaint responses, and correspondence processing (including payment research, balance transfers, credit balance refunds, account maintenance, account research, and consumer dispute verification and universal data forms). We also handle off-phone functions such as imaging, copy retrieval requests, returned- mail processing, mail forwarding, commercial storage and client and customer e-mail responses.
4> Disputes and Chargebacks TSYS Dispute ResolutionSM is a comprehensive chargeback and dispute service for issuers and acquirers, performed by a dedicated team of highly knowledgeable specialists. Agents use a powerful
system that provides access to real- time information, automates tasks and captures critical data and images. TSYS resolves dispute cases with unsurpassed speed and accuracy, and has successfully processed millions of disputes and chargebacks. Our broad range of services spans retrieval requests through chargeback, reversal, representment, arbitration, compliance, collections and customer support.
5> Collections Our Collections experts use tactical negotiation skills to ensure payment arrangements while providing exceptional customer service. We service a wide variety of areas including card, consumer, retail, utility and small business or commercial segments. We also offer state-of-the-art, multi-channel communications technology, outbound dialer solutions and a unique and accurate Skip Trace system.
www.tsys.com
Contact Center and Servicing Solutions | Solutions Overview
TSYS Managed Services has a unique view across the financial services outsourcing industry. Managing multiple processes and portfolios for our partners allows us to develop best practices to optimize efficiency and increase customer satisfaction. Our specialists receive superior and ongoing training on our systems and the financial services industry, allowing us to seamlessly act as an extension of our clients.
Depending on your business requirements, TSYS Managed Services can service a single aspect of your portfolio needs or act as a complete end-to-end outsourcer that will service your entire program or portfolio.
We manage more than 3,000 seats throughout our global contact centers, and support clients across the entire payment processing spectrum to include: issuing, acquiring, prepaid, loyalty and healthcare. Our 24-hour contact centers offer multiple choices for on-shore, near-shore and off-shore service delivery locations.
TSYS Managed Services
www.tsys.com
To learn More about how to reduce your servicing costs while strengthening your customer relationships, contact TSYS Managed Services at +1.480.333.7934 or [email protected] or visit us on the web at http://www.tsys.com/managedservices.
www.tsys.com
About TSYS
TSYS (NYSE: TSS) is reshaping a new era in digital commerce, connecting consumers, merchants,
financial institutions, businesses and governments. Through unmatched customer service and industry
insight, TSYS creates a better experience for buyers and sellers globally, supporting cross-border payments
in more than 85 countries. Offering services in credit, debit, prepaid, mobile, chip, healthcare, installments,
money transfer and more, TSYS makes it possible for those in the global marketplace to conduct safe and
secure payment transactions with trust and convenience.
TSYS’ global headquarters are located in Columbus, Georgia, with other local offices spread across the
Americas, EMEA and Asia-Pacific. TSYS serves approximately 400 clients in 85 countries, including
relationships with more than half of the Top 20 international banks.
The people of TSYS are respected around the world for the spirit of true partnership they invest in every
relationship and business decision. By the passion they bring to the world of payments, the people
of TSYS are known as good people to do business with. Get to know us at tsys.com, or contact us at
+1.706.649.2307 to learn more about how we can serve as the trusted partner in your payment strategies.
One TSYS Way • Columbus, GA 31901-2567 • +1.706.649.2307 www.tsys.com
© 2010 Total System Services, Inc.®. All rights reserved worldwide. Total System Services, Inc., and TSYS® are federally registered service marks of Total System Services, Inc., in the United States. Total System Services, Inc., and its affiliates own a number of service marks that are registered in the United States and in other countries. All other products and company names are trademarks of their respective companies. (11/2010)