Call Center Operations
Overview
Prism has a well established “state of the art” full service Call Center, which handles all customer service functions, with few exceptions. This includes developing and documenting all Policies and Procedures in compliance with all regulatory requirement in partnership with its client.
- Security
- Organization Structure/Staffing
- Services
- Communication
- New Hire Training
- Confidentiality
- Recruitment Strategy
- Customer Communication
- Policies and Procedures
- SLAs
Secure Facility
Prism is committed to maintaining the complete trust and confidence of its clients. A very high premium has been placed on security. The Call Center facility is a totally secure location
Confidentiality Of Customer Information
Prism has charged every Call Center employee with the responsibility to safeguard sensitive customer information.
- A large section of New Hire Training is geared towards this. Innovation such as a “paperless” environment is a further testament of our determination to keep information completely secure.
Organization Structure/Staffing
The Call Center is comprised of four primary areas: Customer Service (including transaction processing and data maintenance), Escalations (Research/Disputes), Fraud and Output Services (Mail and Statement production).
Recruitment Policy
Prism is committed to hiring and recruiting only the best available candidates for the Call Center.
- Prism will only hire staff with the highest level of professionalism, ethics, integrity and business etiquette.
- Strong emphasis is placed on banking and or similar financial industry experience and knowledge.
Services Provided
- Customer care
- Transaction processing
- New Account processing
- Account and data maintenance
- Statement generation and mailing
- Credit card application processing
- Fraud control
- Dispute management
- Charge backs
- Card replacement
- Delinquent account management
- Corresponds with customers
Communication With Clients
Prism works closely with its clients and other business partners, using network such as VPN, phone, e-mail and written correspondence.
Customer Communication
Customers are able to communicate easily with Customer Service by mail, e-mail, internet, fax and phone.
Call Center Policies And Procedures
All policies and procedures for the administration and operation of the Call Center were developed by Prism, ensuring compliance with relevant government regulations.
All policies and procedures will be housed on-line for easy access by the staff, limiting the need to have paper and critical information on desks or work spaces.
Training
Every new hire are required to spend their first seven days in a New Hire Training class conducted on-site.
Service Levels
Prism closely monitors service levels at all times, to ensure meeting Service Level Agreements. |
