TSYS Customer Service Means Efficiency and User-Friendliness

The chatter is constant at the TSYS Corporate Ridge call center in Columbus, Ga. It's the steady hum of customer service rising up from a maze of workstations where hundreds of agents answer calls and resolve issues.  

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TSYS Customer Service Means Efficiency and User-Friendliness

Sep 19, 2018

TSYS Customer Service Means Efficiency and User-Friendliness

The chatter is constant at the TSYS Corporate Ridge call center in Columbus, Ga. It's the steady hum of customer service rising up from a maze of workstations where hundreds of agents answer calls and resolve issues.

The agents use the TSYS Customer Service Platform to handle and process calls, inquiries and concerns from cardholders. It's a powerful platform that empowers and guides agents to provide a superior customer service experience — and has been shown to reduce agent training by 50 percent.

"The Customer Service Platform has great tools for smoothly managing customer service calls," said Carrie Jackson, manager of the TSYS call center. "The system is customizable at the client level which helps give cardholders better experiences."

There are three main components of the Customer Service Platform — Account Servicing, Disputes Management and Fraud Servicing. The agents are trained to work in all three modules and resolve issues efficiently and seamlessly. Some issues may be escalated to back office team members or specialists if they are more complex in nature.

Intuitive and easy to use

Most agents have niches or specialties. One TSYS agent, Bianca Hervey, specializes in risk, mobile payments and general business calls. She also handles customer service calls for a specific TSYS client. Hervey said the Customer Service Platform is a great system, easy to learn and intuitive in nature.

"It's very helpful and flexible," said Hervey. "I like the way it has suggested intents so you can mention something to a customer that may need their attention."

While visiting with Hervey, she gets a call from a cardholder who is concerned about a "suspicious transaction" on her credit card statement. Hervey pulls up the customer's cardholder profile in a manner of seconds and goes directly to the transaction in question. She sees that the transaction is a fee charged by a large ticket broker and relays this information to the cardholder. "The Customer Service Platform is very efficient and easy to use," said Hervey. "One nice feature is the Composite View of cardholder information for resolving inquiries faster."

Solving simple and complex cases

Danielle Rigsby, vice president of product management at TSYS, said the solution's case-management capabilities and configurable workflows are two of the biggest selling points of the platform.

"Issuers can deliver superior service to their cardholders by performing both simple and complex cardholder interactions on a case-by-case basis," said Rigsby. "It also has handy configurable workflows that automate business processes and make it easier for agents to service customers."

TSYS Customer Service Platform

Rigsby emphasized that there were two ways to access the Customer Service Platform. The first way is through the TSYS user interface, whereby customer service agents can access the platform and service cardholders through our intuitive, browser-based user interface provided and maintained by TSYS. The other way to access the platform is by building your own servicing interface, or by incorporating functionality into an existing interface using TSYS APIs.

Rigsby said there are many benefits to using the Customer Service Platform. It:

  • Allows agents to be highly responsive and agile in resolving a significant amount of issues in a single call
  • Leverages suggested intents and powerful process automation capabilities to lead front-line agents through cardholder interactions.
  • Deploys agent resources more quickly and across multiple servicing areas, optimizing the use of each individual's skills and training
  • Allows for the efficient resolution of disputes and chargebacks
  • Produces higher-quality customer service which leads to improvements in customer satisfaction levels, resulting in increased loyalty and more business over time
  • Consolidates the most relevant cardholder information into a single screen called the Composite View, allowing for a greatly improved customer experience
  • Offers configurable workflows that automate business processes and makes it easier for agents to service customers.

Rigsby also stressed that the the Customer Service Platform is part of an interconnected ecosystem of solutions offered by TSYS. This means that workflow configuration and the capabilities of the Customer Service Platform can be leveraged by users of other platforms, such as the Digital Engagement or Data and Analytics Platforms. It makes for a true omnichannel cardholder experience across all servicing channels.