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Products / For Financial Institutions / International Contact Centre Services

International Contact Centre Services

First Data’s Contact Centres deliver a cost-effective customer experience for all types of calls for debit, credit, commercial, prepaid, and loyalty cards, and loans. Additionally, in selected regions, we offer contact centre services to support governments, telecommunications providers and other corporate customers. Our comprehensive services can be integrated into our FirstVision™ Processing Solution, your in-house systems or offered as a standalone service. We offer self-service Web applications, interactive voice response (IVR), E-mail and standard mail, voice or Short Message Service (SMS) through a customized solution or a shared multi-skill operation.

In this suite

Customer Acquisition

Outsourced services to support your customer acquisition strategy.

First Data Contact Centres provide an efficient Customer Acquisition Service to support the growth of your card base.  We can provide telephone follow up to support a wide range of channel strategies.

First Data Advantages

First Data offers an award-winning Call Centre for outsourcing strategic solutions or campaign-based tactical services to grow your customer base or increase cross sales. We can help grow your card base, maximise customer value and manage risk with a consistently high level of service.

Key Components

  • Inbound acquisition calls
  • Multiple channels supported: mail, phone, Web
  • Cross-selling to increase share of wallet: credit card protection, balance transfers, secondary cardholders, direct debit payment mandates
  • 24/7 availability for relevant services
  • Multiple languages supported

Card Activation Services

Telephone-based activation services for card customers.

First Data Contact Centres provide telephone-based activation and an opportunity to offer value-added services to card customers. Activation is implemented through agents and voice recognition IVR to minimise cost.  

First Data Advantages

First Data can help increase the value of your cardholders’ total spend.   

Key Components

  • Inbound activation calls
  • Cross-selling to increase share of wallet

Customer Service: Lost & Stolen

24/7 service for customers to report and block lost or stolen cards.

First Data Contact Centres can provide a comprehensive Lost and Stolen telephone service. Services can include emergency card replacement or emergency cash replacement and blocking of lost or stolen cards. In the case of stolen cards, we can also offer a cross-referral service with fraud management.

First Data Advantages

First Data offers peace of mind for your card base. When your customers have a lost or stolen card, help is a simple phone call away.

Key Components

  • 24/7 availability
  • Card blocking
  • Card replacement
  • Referral to fraud management

Customer Service: Authorisations & Referrals

A 24/7 customer contact centre to support authorisation and referral transactions.

First Data Call Centre customer service representatives can quickly confirm a consumer’s identity and review account information to determine if the cardholder is in possession of the card and whether the transaction should be approved or declined.

First Data Advantages

Our scale and expertise offer cost-effective outsourcing for authorisation and referral transactions. Our leading-edge technology gives you advanced functionality, including recorded calls and screen-capture capabilities. We can help provide faster transaction speed and better customer service to your cardholders.

Key Components

  • Faster inquiry handling
  • Consistent call handling
  • Reduced customer service representative training with the use of user interface (UI) screens and automated actions

Fraud Management

Products and tools to help you address fraud.

Services offered through our Contact Centres include fraud monitoring, outbound telephone alerts to customers and fraud case management.

First Data Advantages

As an industry leader in fraud and risk management, our experience and expertise can help you limit losses whilst maintaining a high level of customer satisfaction. We offer operational services that help you stay ahead of emerging trends to effectively detect and reduce fraud, and protect your cardholder base.

Key Components

  • Card activation
  • Authorisation name match
  • Card Value (CV) validation
  • Lost and stolen processing
  • Dispute management and chargebacks
  • Fraud case management
  • Text and voice alerts

Disputes & Chargebacks

Full investigation of customer disputes which may lead to a chargeback to the merchant

First Data Contact Centres can provide a fully integrated dispute and chargeback service, including the investigation of customer disputes and potential fraudulent transactions .

First Data Advantages

Experienced customer service agents, using First Data’s dispute management system can increase efficiency and improve customer satisfaction levels in helping to resolve transaction disputes and potential fraud.

Key Components

  • Contact Centre agents experienced in dispute and chargeback procedures
  • Dispute case management
  • Can be integrated with other customer service offerings including Lost and Stolen

Receivables Management

Outbound telephone services to help maximize your collections efforts

First Data Contact Centres offer inbound and outbound services, seven days a week to support collections and recovery.  

First Data Advantages

Outbound telephone campaigns can reduce the payment cycle, reduce customer attrition and help reduce potential losses.  First Data continually invests in skilled staff and technology to help you maximize resources and increase productivity.  By sharing best practices from across our global business, we can help you understand where to focus your efforts for the highest return.

Key Components

  • Experienced collections agents
  • Outbound telephone campaigns
  • Available 7 days a week
  • Predictive analytics to optimise results
Products and services are subject to change without notice and may not be available in all regions. Restrictions may apply to certain services.