Académique Documents
Professionnel Documents
Culture Documents
Managed Services
t s y s manag e d se r v i c e s
TSYS Managed Services is your strategic partner for customer support
and solutions, ensuring your service-oriented business processes are
managed efficiently and successfully.
Our mission is two-fold: to help you grow your business and to boost
your bottom line performance. We do this by combining our vast
knowledge of issuer- and acquirer-servicing processes with our relent-
less pursuit of best-practice customer relationship excellence.
TSYS Managed Services | Business Segment Overview
TSYS Managed Services is here for all your contact-center In addition to an unparalleled flexibility running through
and back-office needs. This includes support for a variety of all our offerings, we focus our efforts and resources on
card programs, including commercial and consumer credit, the three aspects we believe set us apart as true partners
debit, retail and prepaid. We also support clients globally and promote quantifiable efficiencies throughout your
across all TSYS processing platforms — issuing, acquiring, organization: our state-of-the-art contact centers, our
prepaid and loyalty. award-winning customer-support specialists and our
mission to tie our performance to our client’s strategic goals
We list our menu of services in four primary categories: 1) and objectives.
Customer services, 2) Risk-management services, 3) Back-
office support and 4) Telesales services. Choices exist within Our global network of contact centers is designed to
each of these categories that allow you to have standard provide our clients with global reach, scale and economic
or customized services for your individual needs. We can flexibility. Additionally, we maintain and pursue global
deploy a variety of contact-center delivery teams, including partnerships with other specialist providers to ensure
dedicated, shared or blended services, which present an we can provide the latest industry technology leading to
optimal, compliant and secure service model for you. the highest level of support. We invest millions of dollars
toward maintaining world-class status with the technical
Customer Service infrastructure of our centers. For example, integrating
TSYS Managed Services provides award-winning customer our processing systems with leading telephony and
service and support for issuers, acquirers and clients in the customizable IVR technology promotes efficient operations
prepaid and loyalty markets. Our departmental goals are while ensuring critical cost savings.
aligned to mirror your business objectives, and our team
members are flexible, responsive and expertly trained to Customer Service for Issuers
provide a variety of customer services, including inbound TSYS Managed Services successfully manages a broad
call inquiries, state-of-the-art interactive voice response range of financial functions for a wide variety of client
(IVR), after-hours and merchant point- portfolios. We also offer a complete menu of services for
of-sale (POS) terminal help desk support with multilingual commercial, consumer, private label, online banking and
agents in service centers across the globe. retail banking accounts that includes customer contact,
BENEFITS:
• Consistent delivery of high-quality, low-cost customer service • Consistent track record for meeting and exceeding Service Level
• Tailored sales campaigns Agreement objectives
• Cross-selling and up-selling opportunities • Robust and proprietary software, dialer and telephony technology
• Increased collections and fraud recovery • Highly skilled and trained industry professionals
• Reduced losses from fraud • Proven methodologies with a track record of quick, high-quality
• Customer satisfaction survey scores of 9.76 out of 10 migration of startup and existing portfolios
• First-call resolution exceeding industry benchmarks • Real-time performance scorecard monitoring
Our industry experts have a proven activity. TSYS Managed Services fraud efficiently and with an absolute
record of success in managing risk representatives can monitor fraud focus on quality. Outsourcing your
functions across a variety of platform queues within our system to detect back-office needs to TSYS Managed
and payment types. We use the latest potentially fraudulent accounts as Services means we handle those
technology to maximize productivity, they are flagged by the system. Our responsibilities while you focus on the
which enables you to hold down fraud investigators can contact the growth of your business. You get the
the expense of managing your risk cardholder directly, and if the fraud is assurance that experts who care about
portfolio. verified, action can be taken to block your success are handling all your
the account. Lost or stolen transfers services.
The TSYS Managed Services team can also be managed. In addition,
consists of seasoned, industry automated processes within our The back-office and off-phone
experts, recognized as best-in-class, system can facilitate the transfer of support area of TSYS Managed
who will work with you through a account history and transactions. Services is part of our substantial
variety of tailored program offerings. global contact-center operations. We
From collections to fraud, TSYS The TSYS collections services offerings use best practices and exceptional
Managed Services provides you give you a competitive edge. Using customer service to provide the
with world-class support to help you the latest debt- recovery technology, essential services and functions you
aggressively manage risk. Today’s we provide the most comprehensive require. Our work is performed in a
fierce competition requires credit- pre- and post-charge off and skip- secure environment and comes with
card issuers to collect and transform trace services available. All of this the hallmark TSYS commitment to
vast amounts of information into enables you to significantly reduce the excellence.
timely, first-alert intelligence. TSYS rising costs of managing portfolios.
Managed Services offers full-service We provide back-office services
fraud monitoring and investigation. Back-Office Services for a variety of card programs,
Our systems and tools are utilized to Issuers need a partner with the including commercial and consumer
detect and prevent fraudulent account credentials to serve their customers credit, retail, prepaid, debit and
tsys manag e d s e r v i ce s v i s i o n:
To continually innovate and leverage processes, platforms
and people to ensure we guard and grow each client’s
brand and retain their customers’ loyalty.
telecommunications. Services range from application Our telesales services combine proven methodologies with
entry, VIP and executive complaint responses, and state-of-the-art technology to create winning campaigns
correspondence processing (including payment research, that are designed to achieve your business goals. We have
balance transfers, credit balance refunds, account proven ourselves as an industry leader by demonstrating
maintenance, account research, Consumer Dispute flawless uptime and performance, on-time service delivery
Verification and Univeral Data Forms). We also handle off- and an unsurpassed standard of professionalism.
phone functions such as imaging, copy retrieval requests,
returned-mail processing, mail forwarding, commercial Telesales for Merchant Acquisition and Retention
storage and client and customer e-mail responses. TSYS Managed Services provides numerous standard or
customized telesales campaigns for acquirers. Our industry-
Telesales Services For Acquirers and Issuers leading acquiring call centers are equipped to meet
Today’s competitive marketplace mandates that businesses
your needs by providing outbound contact and inbound
find ways to penetrate target markets and develop lead-
customer services. Additionally, our operations teams are
generation programs that have a direct impact on top-line
staffed with experienced and knowledgeable professionals
revenue. TSYS Managed Services telesales group provides
who understand the latest in merchant acquiring and
you with a complete range of sales services that support a
customer
variety of sales campaigns for issuers and acquirers.
TO LEARN MORE
please contact us at +1.480.333.7670, mssales@tsys.com or visit us at www.tsys.com.
About TSYS
As one of the world’s largest payment services companies, the people, service and technology of TSYS
enable hundreds of millions of consumers globally to navigate their lives with confidence and convenience
every day. TSYS (NYSE: TSS) offers unmatched flexibility, quality and control through a broad range of issuing
and acquiring payment technologies, including consumer-finance, credit, debit, healthcare, loyalty, prepaid
and other related services for financial institutions and retail corporations in any global region.
TSYS’ global headquarters are located in Columbus, Georgia, with other local offices spread across the
Americas, EMEA and Asia-Pacific. TSYS serves more than 300 clients in 75 countries, including relationships
with 11 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 agent in your payment strategies.
commonwealth of middle east & africa north & central america, south america
independent states mexico & the caribbean
+7495 937 6377 +971 (4) 391 2823 +1.706.649.2307 +55.11.5501.2081
© 2008 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.
(09/2008)