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| Cardholder Services |
Cardholder care is one of the biggest differentiators in stored value. Pursuant to this we understand that solutions, products, service quality, and performance are all critical factors in the success of a card program. i2c’s leadership position and investment in technology and personnel provides a platform to support the most advanced customer service solutions possible.
i2c infuses world class, proven quality into every customer interaction, from the simplest query about the balance on a card to more complex and sensitive issues such as transaction errors or lost or stolen cards. We recognize that cardholders place a high value on receiving timely, accurate and courteous customer service on all card-related inquiries. With this in mind, we continuously strive to deliver the highest level of customer care, ensuring that our client’s cardholders receive the answers they need and the quality service they expect and deserve. |
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| IVR Services |
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Interactive Voice Response (IVR) system is the most used service delivery channel in the stored value industry. Cardholders are familiar with and comfortable using IVR systems. It is also one of the most economical ways of providing customer service.
C-Touch, our state of the art, multilingual IVR system, offers the most comprehensive transaction set in the industry. Furthermore its robust voice recognition capability makes it easy to interact with the system. Using C-Touch cardholders can carry out all functions available on the cardholder website including account information, transfers, buddy list management and access to a number of value added services.
C-Touch is designed to meet your needs and to provide the flexibility for easy alteration to accommodate changing requirements. This flexibility is extremely important to our continuing efforts to refine our operations in response to client needs. |
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| CSRs |
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Great Customer Service Representatives are no accident! Only the proper amount of time combined with a rigorous selection process, allows us to select the right individuals for this demanding but critical job. Each of our CSRs has excelled on a series of computer-based skills assessment tests in addition to an extensive one-on-one behavioral profiling interview. Before we decide to hire an individual to care for your customers, we literally spend hours assessing their aptitude for listening to, caring for, and helping other people.
Once the right person has been selected, they will spend weeks studying specific client information, listening to calls, completing client-specific tests, and working "side-by-side" with a trained instructor on live calls before they are ultimately certified to "go live" on their own.
Ongoing training and coaching are part of a formal monitoring process that ensures high quality standards are consistently met. |
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| Cardholder Web Services |
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MCP’s cardholder website offers a variety of services including account management, card funding and transfers, statements, bill payment, reward summary, and other support services.
Using the card account summary, cardholders can view information on their card account(s), including card balance, last reload, transactions, loading/sharing/transferring funds, bill pay etc.
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