Consumer Experience Management

Retaining your customers is as important as
acquiring new ones.

Providing customers with 24/7 support is a sure way to keep them satisfied. But as your customer base grows, you may need additional staff, better tools, and a bigger infrastructure. For many companies, costs can be managed better — and customer satisfaction improved — by outsourcing.

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Benefits to Your Business

Our professionals engage your customers as you would — with efficiency, accuracy, and respect. We offer experience, technical innovation, and worldwide resources that transform your support services into an exceptional customer experience.

Customer Care Organization

First Data’s Customer Care Organization (CCO) interacts with your customers through our call center network — efficiently and quickly addressing their specific needs. But our responsibilities don’t end with problem solving:

    Innovation — Our investment in state-of-the-art technology provides you with call center automation, efficiencies, and analytic insights that help drive customer satisfaction.

    Flexible — We’re your complete outsourcing solution, ready to manage all or part of your in-house call center operations. We help reduce your operational expenses through the right blend of real-time customer engagement and self-service options.

    Differentiated Services — Understanding your customers’ expectations and loyalty to your brand are key to satisfaction and retention. Our analytic support unlocks useful insights from large amounts of raw data — providing you with a roadmap to help drive customer satisfaction.

Back Office Services

First Data’s Back Office Services is more than an extension of your business —we’re an ambassador for your brand. Our administrative support professionals put your customers first, while helping you to improve your customer service delivery.

    End-to-End Service — We deploy our people, processes, and technology to help resolve your customers’ issues the first time — saving you money and improving customer satisfaction. End-to-end seamless customer support, from initial inquiry through chargeback and resolution.

    Coverage — Our inbound and outbound solutions support the unique customer needs of multiple industries — including healthcare, retail, and financial services. We’re flexible to handle seasonal demands or unexpectedly high customer dispute volumes.

    Added Value Services — We help you engage your customers with timely, real-time dispute status communications. Our extended dispute services also include pre-arbitration and arbitration, as defined by card association rules.

Interactive Voice Response

Some of your customers prefer self-service for their routine support needs. First Data’s Interactive Voice Response (IVR) solutions let your customers chose the type of help they want.

    Customization — We design our IVR services to provide a personalized support experience. Based on their historical behavior, we work with you to customize your customers’ interface. And your customers can transfer from our IVR automated system to a live operator at any time during the call.

    Security — Data protection and fraud are top concerns — for you and your customers. Our technology innovations help protect your business through identity validation and authentication. Advanced voice biometrics, ANI spoof detection, and geolocation solutions also are part of our arsenal.

    2Way-ConnectSM — Your customers want timely notifications and alerts to better manage their accounts. Our 2Way-Connect solution provides time-sensitive, relevant information through single or multiple contact channels.

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Winning Them Over: Customer Support Services, Strategies & Solutions

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