Prepaid Card IssuersCustomer Acquisition – Customer Care – Card Back Office

2011

Expand your Business at European scale

We help prepaid card Issuers to develop their current business and quickly launch new product by offering front and back office services at European scale

Customer Acquisition

§Multichannel acquisition platform : Web, email, fax, MMS, mail

§ Electronic and manual verification of ID documents from over 180 countries

§ Proactive customer support

Customer Care

§ 24/7 operation

§ 16 languages

§ Phone, email, SMS, online chat

§ Contact center, customer service, social media support

Card Back Office

§ Fraud management and AML monitoring

§ Full cycle chargeback management

§ Card Issuing process management

One-stop-shop Services Offering

1- Customer Acquisition

Multichannel Acquisition Platform• Web, email, fax, MMS, courier• Scanning of physical evidences through 3 sites in Europe• Document management

Document Verification & Archiving• Verification of ID documents from over 180 countries• Multilingual Verification and Investigation service• Legal storage of electronic and physical evidences

Proactive Customer Support• 24/7 operation• Phone, email, SMS, online Chat• Transformation rate optimization by expert team

2- Customer Care

Contact center• 24/7 operation - 16 languages• Web, email, fax, online chat, click-to-callback• Balance enquiry, lost/stolen card, card ordering, …

Customer services• Product information, dispute handling, cross selling, …• Web, email, fax, online chat, click-to-callback• High qualified people

Social media support• Analysis of forums and blogs to identify communities• Live monitoring of Web feeds and proactive reaction• Qualitative reporting on relevant opinions of customers

3- Card Back Office

Fraud Management & AML monitoring• Financial and non financial event monitoring• 24/7 fraud analysts• Additional investigation (address verification, ID checks, …)

Full cycle Chargeback management• Dispute case analysis and categorization • Collection and preparation of documentation• Resolution steps and deadlines monitoring

Card Issuing process management• Data flow monitoring (Personnalizators, carriers, cardholders)• Manage incidents (ordering, call to cardholder, …)• Control invoices and Manage stock (production plan)

Company Profile

§ 7 years of excellence

§ Delivery sites in Bulgaria and Romania (both EU Members)

§ Privately held, supported by EBRD (European Bank for Reconstruction and Development)

§ Services : Risk Management, Customer Services, Business Transformation

§ More than 30 clients in 10 countries

§ Doing business in 16 languages

§ 800 professionals

§ More than 500,000 transactions per month

§ Cultural proximity to Europe & North America

§ ISO 27001:2005 certification and PCI DSS compliant

CallPoint is a leading operator in business process and technology management in the customer interaction area, offering a portfolio of industry specific services.

Why Clients choose CallPoint ?

§ Unique multilingual capacity : 16 languages

§ 24/7 services operation

§ Multi-channel acquisition platform

§ Strong Expertise in payment card industry

§ Operational excellence ISO 27001:2005 certification and Six Sigma expertise

§ PCI DSS compliance

§ Conforms to EU 3rd MLD and FATF recommendations

§ State-of-the-art Technologies and Strategic Partners

§ Competitive pricing

§ Key References‘’ In April 2010, our company decided to outsource the first line support for its cardholders. Weselected CallPoint New Europe, convinced by the multilingual capabilities of the company andtheir capacity to provide value-added BPO services. We have been impressed by the industryknowledge of the prepaid card area that CallPoint has demonstrated and are happy torecommend their services to any potential partner.’’ European Prepaid Card Issuer

Contacts

Contact us for any business development enquiries:

Antonio COLIVice President Sales Europe

Mob: + 39 345 854 04 68Email: antonio.coli@callpoint-group.com

Visit our website: www.callpoint-group.com

Visit our blog: www.multilingual-bpo.com