CUSTOMER SUPPORT SERVICES
DATASHEET
i2c offers a comprehensive 24x7x365 customer service solution managed to your service level requirements and optimized to reduce overall support costs. Our multi-channel, integrated offering provides a turn-key solution:
Policies & Best Practices
Self-Service Options Web
Account Access Web FAQs Text IVR
Service Desk (Level I - II)
Chargebacks & Disputes Fulfillment
Live Customer
Service Email Customer Service Fraud
Applications MCP Customer Support
Management Applications API
Due to our specialized focus on prepaid customer service, consultative approach and tight integration between our support services and the My Card PlaceSM (MCP) platform, we can:
Reduce Your Average Service Time (AST)
•
Customer Service Representative (CSR) screens integrated with MCP to auto-populate cardholder information before the caller reaches a CSR•
Experienced and thoroughly trained CSRs take only prepaid card service calls•
CSR turnover rate is less than 4%•
Skill-based routing helps connect cardholders with subject matter experts, facilitating quick issue resolution Reduce Your IVR to Call Center Conversion Rate•
Call tracing tool identifies areas to optimize call flow, reducing transfers•
CSR call data is tracked and regularly analyzed to identify opportunities to reduce transfers Reduce Your Abandon Rate•
Call traffic is centrally controlled across two centers•
Excess call center capacity allows for effective handling of volume spikes•
Use of client-specific queues allows for optimal resource allocation and scheduling Increase Your First Call Resolution (FCR) Rate•
CSRs' knowledge of prepaid card products and the MCP platform promotes fast, efficient serviceINTEGRATED, MULTI-CHANNEL SUPPORT OPTIONS THAT HELP YOU REDUCE
COSTS WHILE PROVIDING SUPERIOR CUSTOMER SERVICE
CUSTOMER SUPPORT SERVICES
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LIVE CUSTOMER SERVICE
Provides 24x7x365 coverage across two geographically diverse call centers
Over 130 active seats provide support in both English and Spanish Ability to quickly scale operations to meet client demand
CSR turnover rate less than 4%
Automated call traffic controller in place to balance call volume and provide redundancy
CSR screens interface with MCP and the IVR channel to streamline data entry and improve efficiency
INTERACTIVE VOICE RESPONE (IVR)
Completely customized for your program Supports multiple languages
Detailed call tracing provides data to optimize call flow and reduce transfers to CSRs
Integrated with i2c call centers to pass customer information
EMAIL CUSTOMER SERVICE
Accessible through the cardholder website
All emails are logged in a ticketing system to optimize response times Standard templates and random audits ensure high quality communications
FRAUD SUPPORT
Fraud agents monitor suspicious card activity and investigate each incident to reduce financial liability Facilitates communication with program managers and cardholders regarding fraud issues
Manages timely reporting of fraudulent activity as required by card associations
CHARGEBACKS & DISPUTE RESOLUTION
Dedicated investigative unit manages the entire lifecycle of a dispute or chargeback to maximize positive outcomes Currently maintains a win rate of 87%
Facilitates, tracks and manages flow of documentation by the required deadlines Manages timely reporting on chargebacks and disputes as required by the issuing banks
FULFILLMENT
Fields and fulfills requests for:
•
Cardholder statements•
Dispute documentation•
Direct deposit formsi2c PRODUCES TANGIBLE RESULTS
We have a track record of boosting service levels while reducing costs:
•
In just six months, reduced Service Cost per Active, Loaded Card by 38% for a major financial services brand•
Reduced the Abandon Rate for a large telecom provider by 87%•
Reduced IVR to Call Center Conversion Rate by 32% for a financial services companyQUALITY
Educated CSRs take only prepaid card service calls
•
70% have a university degree, 30% have a masters degree•
Less than 4% turnover rate•
Deep knowledge of MCP and prepaid card productsMulti-week initial training and regular refreshers cover customer service best practices,the prepaid domain, MCP and voice/non-voice skills Internal quality assurance group monitors and evaluates CSRs using Random Call Monitoring (RCM), live spy sessions and quizzes All calls are recorded and randomly audited to maintain quality Key Performance Indicators (KPIs) are tracked on a daily basis and unexpected fluctuations are investigated to determine the root cause(s) Monthly or bi-weekly client calibration sessions are conducted in which client goals are reviewed and opportunities to reduce costs and/or boost cardholder service are highlighted
FLEXIBLE OPTIONS TO SUPPORT YOUR BUSINESS
Our customer service offering can be thought of as a menu of options from which you may pick as few or as many options as you need. In this manner, you build a truly customized solution that can be adjusted easily and quickly as your program evolves.
While our support channels and services are integrated with each other to provide a seamless service experience, we are able to deploy any of them as a standalone solution. Further, our solutions can be activated during specific periods only, such as after hours or during peak times.
"Dave [agent] jumped right in to ask
clarifying questions, explained processes
detail by detail, was friendly, polite and
eager to assist this customer. Dave took
the opportunity to pick up on personal
cues and personalize the calls with them,
even turning this call into a business
conversation instead of a cut and dry
transaction. Kudos to the i2c team."
i2c CUSTOMER SERVICES CLIENT
COMMENTING AFTER A LISTENING SESSION
Service
Excellence
Monitoring Tools Client Calibration Sessions CSR Recruitment & Trainingi2c's Three Pronged Approach to Service Excellence
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CHECKLIST FOR EVALUATING YOUR CUSTOMER SERVICE SOLUTION
When choosing a customer service solution for your card program, there are a number of factors to consider. The following checklist provides a framework for evaluating customer service solutions to support your card programs.
Other Customer
Solution
FEATURES
i2c Customer
Solution
GENERAL
1. Does the solution offer multiple channels, including self-service and 24x7 live agent support?
2. Are service channels integrated with the program system of record (processing platform)?
5. Can the solution handle card-specific support and compliance issues such as fraud, chargebacks and fulfillment requests?
6. Does the provider proactively analyze and optimize the overall solution based on your usage and goals?
7. Do you have the flexibility to use the provider's services only during limited times, such as after hours or peak hours?
3. Does the provider specialize exclusively in prepaid card customer services?
1. Does it support multiple languages? 2. Is it fully customized to your program? 3. Is call flow tracing available?
4. Is it regularly analyzed and updated to improve effectiveness? 4. Can service be scaled quickly (<30 days)?
WEB
IVR
1. Is there an FAQ feature?
2. Does it provide the cardholder with access to their account?
3. Does the cardholder have the option to email customer service?
CALL CENTER
1. Is live customer service available 24x7x365? 2. Is service available in both English and Spanish? 3. Is service provided across multiple call centers?
FRAUD
4. Are CSR screens integrated with your system of record (processing platform) to display cardholder information prior to the caller reaching the CSR?
5. Are CSRs trained on prepaid card products and your system of record (processing platform)?
7. Does the provider maintain sufficient excess capacity to allow you to scale service by 100% within 30 days?
3. Can the provider facilitate communication with you and your cardholders regarding fraud-related issues?
1. Does the provider offer a team of resources dedicated to investigating and resolving chargebacks and disputes?
2. Can the provider manage the flow of dispute documentation by the required dead lines?
-3. Can the provider manage timely reporting on chargebacks and disputes as required by
your issuing bank?
9. Does the provider analyze call center metrics on a daily basis and investigate unexpected fluctuations?
10. Does the provider track your customer service goals and review performance with you on a regular basis (monthly or more frequently)?
6. Does the provider have a low CSR turnover rate (<4%)?
8. Does the provider record every call to ensure quality?
1. Can the provider monitor suspicious card activity?
2. Can the provider investigate fraudulent transactions on your behalf?
4. Can the provider manage the fraud reporting required by the card associations?
CHARGEBACKS & DISPUTES
FULFILLMENT
Can the provider fulfill cardholder requests for the following items: 1. Direct deposit forms
2. Dispute documents 3. Cardholder statements
