1. Prepaid Card Issuers
Customer Acquisition – Customer Care – Card Back Office
2011
Expand your Business at European scale

2. One-stop-shop Services Offering
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 Customer Care Card Back Office
§ Multichannel acquisition § 24/7 operation § Fraud management and
platform : Web, email, fax, AML monitoring
MMS, mail § 16 languages
§ Full cycle chargeback
§ Electronic and manual § Phone, email, SMS, online management
verification of ID documents chat
from over 180 countries § Card Issuing process
§ Contact center, customer management
§ Proactive customer service, social media
support support

3. 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

4. 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

5. 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)

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

7. 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. We
selected CallPoint New Europe, convinced by the multilingual capabilities of the company and
their capacity to provide value-added BPO services. We have been impressed by the industry
knowledge of the prepaid card area that CallPoint has demonstrated and are happy to
recommend their services to any potential partner.’’ European Prepaid Card Issuer

8. Contacts
Contact us for any business development enquiries:
Antonio COLI
Vice President Sales Europe
Mob: + 39 345 854 04 68
Email: antonio.coli@callpoint-group.com
Visit our website: www.callpoint-group.com
Visit our blog: www.multilingual-bpo.com