Customer Service
Every account on file is important to a financial institutions’ bottom line. In order to retain cardholders and merchants, financial institutions must provide their customers with the highest levels of customer service and the confidence that their accounts and merchants are being managed appropriately. TSYS® provides award-winning customer service and support for issuers and acquirers as well as clients in the prepaid, loyalty and healthcare markets. And, our contact center infrastructure, technology and interactive voice response (IVR) systems, promote efficient operations, while ensuring critical cost savings.
Customer Service for Issuers
TSYS successfully manages a broad range of financial functions for a wide variety of client portfolios. We also offer a complete menu of services for commercial, consumer, private-label, online banking and retail-banking accounts that includes customer care, credit, collections, authorizations, lost and stolen, card activation, fraud management and dispute resolution.
Seamlessly integrated into your operations, TSYS has a direct link to sophisticated, flexible processing systems, which allows us to manage marketing, application processing, credit evaluation, customer service, collections and fraud activities for our clients. In addition, our value-added products are leveraged and integrated to provide our customers with detailed portfolio analytics, call management and call monitoring statistics. Our sophisticated systems contribute to efficient servicing, which minimizes the training process for new representatives.
Our departmental goals are aligned to mirror your business objectives, and our team members are flexible, responsive and expertly trained to provide a variety of customer services, including inbound call inquiries, state-of-the-art interactive voice response (IVR), and after-hours support with multilingual agents in service centers across the globe.
In addition to an unparalleled flexibility running through all our offerings, we focus our efforts and resources on the three aspects we believe set us apart as true partners and promote quantifiable efficiencies throughout your organization: our state-of-the-art contact centers, our award-winning customer-support specialists, and our focus on joining our highest levels of performance with our client’s strategic goals and objectives.
Our global network of contact centers is designed to provide our clients with global reach, scale and economic flexibility. Additionally, we maintain and pursue global partnerships with other specialist providers to ensure we can provide the latest industry technology leading to the highest level of support. We continually invest in maintaining the world-class technical infrastructure of our centers. For example, by integrating our processing systems with leading telephony and customizable IVR technology, we are able to promote efficient operations, while ensuring critical cost savings.
Lost / Stolen Support
Lost or stolen card callers can be referred to TSYS security after hours or 24 hours a day. Our professional representatives can enter a report, block the card, transfer the account or order a new card. If a new card is ordered, we can also send the card and advise the cardholder of any applicable fees.
Benefits:
- Consistent delivery of high-quality, low-cost customer service
- Reduced losses from fraud via front-end customer service agent verification
- First-call resolution exceeding industry benchmarks
- Consistent track record for meeting and exceeding Service Levels
- Robust and proprietary software, dialer and telephony technology
- Highly skilled and trained industry professionals
- Proven methodologies with a track record of high-quality
- Real-time performance scorecard monitoring
- Flexibility and responsiveness to client needs
- Issue resolution helpdesk available around the clock to report program and/or client concerns
- Inbound and outbound phone, back office and e-mail coverage available 24 hours a day, seven days a week
- Regular program process improvement meetings
Customer Service for Merchants / Help Desk
TSYS provides world-class support for acquirers, ISOs and merchants 24 hours a day, seven days a week. Our state-of-the-art contact center infrastructure, knowledgeable customer service experts, and flexible service offering helps increase efficiencies while providing optimal merchant support. We can operate as your outsourced provider, or in an overflow or after-hours capacity. Our technical help desk and merchant account support ranges from answering “how to” questions to negotiating and solving complicated communication and hardware issues. Every step of the way our team is focused on customer satisfaction, first-call resolution and helping our clients retain, grow and serve their merchant base.
TSYS provides the following services for acquirers and merchants in our contact centers:
- POS Terminal Help Desk
- PC Software and Technical Support
- Merchant Software Downloads and Application Training
- Merchant Boarding, Maintenance and Account Support
- Supply Order Desk
- Acquirer/ISO Support
- Chargeback and Dispute Processing
- Inbound/Outbound Merchant Acquisition and Retention Campaigns
State-of-the-art interactive voice response (IVR)
TSYS utilizes the Interactive Intelligence Inc. (I3) interactive voice response system (IVRS). The I3 IVRS is a TSYS-designed and written application, which can be customized to meet our clients' Voice Response unit needs
Our IVR is designed to automatically perform the same tasks that CSRs are capable of performing and supports all TSYS platforms (Consumer, Commercial, Acquiring, Prepaid, Loyalty, Debit)
The IVR interfaces with all TSYS mainframe systems. Clients can outsource their IVR needs to TSYS and still have calls go into their own call center, or use TSYS’ contact centers for transferred calls. Our IVR is designed for multi-level authentication.
Compliant with VISA®- and MasterCard®-encrypted PIN change regulations, our IVR technology can be customized to meet a client’s individual needs. From card activation and payment by phone, to lost/stolen requests and rewards inquiries, our IVR menu options are unlimited. Clients can also take advantage of the ability to set up a single toll-free number for all call flows and to support multiple languages. Menus can be dynamically changed based on account information, and the IVR can update mainframe account data with notes about each call.
For more information, contact your TSYS client representative, or TSYS Sales at mssales@tsys.com.
Total System Services, Inc. is licensed under the following, and related Ronald A. Katz Technology Licensing, L.P. United States Patents: 5,128,984; 5,828,734; 5,684,863; 5,815,551; 5,974,120; 5;898,762; and others.