24/7 Call Center Services
Provide your cardholders with a convenient point of contact for card activation and reporting fraud or lost/stolen cards.
MAP's custom-tailored toll-free numbers offer Issuers a responsive member support solution designed to reduce fraud while providing quality member service. Call Center representatives are fully trained and ready 24/7 with prompt, courteous solutions for your cardholders.
Our 24/7 Call Center system utilizes Voice Response Unit (VRU) technology to assist cardholders with fast, intuitive service selection. Callers are securely identified by providing any of the following:
- Social Security Number
- Business Phone Number
- Home Phone Number
- Zip Code
- Birth Date
- Numeric Password
Features and Benefits
- Cuts back-office costs by outsourcing costly call center services with off-hour assistance or full 24/7 support.
- Reduces fraud losses by providing cardholders with a 24-hour resource for reporting fraud or stolen cards.
- Proven security features for dependable card activation and lost/stolen card reporting.
- State-of-the-art Voice Response Unit (VRU) technology provides custom solutions for efficient call handling.
- Saves your staff valuable time by providing cardholders with a helpful outside resource for card activation, lost/stolen card reporting and advice forwarding.
Card Activation
MAP uses VRU technology to provide a secure automated card activation service. If the cardholder provides the correct information, the card is activated right away. If there is any problem, the call is quickly routed to a service representative for assistance.
MAP also supports other activation methods including:
- Client host controlled
- PIN first use
Lost/Stolen Card Reporting
Our 24/7 call center assists your members reporting lost/stolen cards and uses a customized script to:
- Locate the cardholder's record by searching the cardholder number or name.
- Verify the cardholder's identity.
- Record lost/stolen card information by asking the cardholder a series of pre-defined questions.
- Update the cardholder status field with the appropriate hot card status.
Hot card notices can be automatically forwarded to VisaNet or other ATM/POS networks as required.