Focused on issue resolution and cardholder satisfaction
Our global contact centers cater to your cardholders by providing service options that meet the needs – and preferences – of all your customers. For those who prefer phone, we offer both intelligent IVR and live agent support. Need multiple languages? We’ve got you covered with on-site linguists for 5 native languages, and access to translation services for other languages as needed.
For cardholders who prefer the online approach, we also offer robust web support and email-based assistance to help conveniently resolve questions or issues.
Outbound calling capabilities
Our highly-trained agents are also available to make outbound calls to your cardholders for resolution follow up, or for larger internal initiatives such as surveys, awareness of new features, marketing campaigns and more.
Why outsource with i2c?
Running a full-service customer support center can be arduous and time consuming. Outsourcing to i2c is cost effective, eliminating the burden of staffing, training, equipment and infrastructure so you can focus on your core business.
Additionally, we can scale quickly as your business expands or if demand picks up in certain months.
Smart analytics and reporting
We provide daily, weekly or monthly reports that will help you make important decisions about your business, including call duration, average speed of answer, call summary, call detail, chargeback metrics and more. This data helps guide and refine your business strategy for higher success!
Optimized chargebacks and dispute resolution
A dedicated investigative team manages the entire lifecycle of disputes or chargebacks to maximize positive outcomes – with a current win rate of 87%. They facilitate, track and manage the flow of documentation to meet required deadlines, while managing reporting as mandated by issuing banks.
Impeccable data security practices to protect your cardholders
i2c insists on the highest standards and protocols when it comes to security and compliance. Our agents do not have direct access to customer data and information on their screen is limited and encrypted. Agent workstations are also tightly managed. Computers do not have the ability to store data, are protected with top-rated security software and require multi-factor authentication to access. Our call center buildings also maintain the highest security standards with badge access, surveillance equipment and recorded phone lines, giving you the peace of mind that your customer data is completely safe.