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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, 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 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 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 the First Data 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 Customer Service: Lost and Stolen
Products and services are subject to change without notice and may not be available in all regions. Restrictions may apply to certain services.