MELLON SPECIALIZED SERVICES

WITH THE HELP OF ITS CONTACT CENTER

8th of June 2005

Delivered by Dragomir Mihaela

Office Manager

Mellon Group of Companies10 years

7 countries 13 companies

over 1.000 employees

Who is Mellon Romania

The Romanian subsidiary of Mellon Technologies, called Mellon Romania, has started to offer: Products

-Banking&non-banking Cards -POS terminals -ATMs -Bank branch automation equipments

Services-Technical maintenance& service for automation mail processing systems

-Technical maintenance&service for POSs and ATMs -Direct Mailing

-Direct Sales (Financial Products, POSs) -Contact Center Services

Since December 2004 Mellon Romania is offering a complete range of Contact Center Services

Clients

• Banks

• Public Organisations

• Telecommunication Organisations

• Insurance Companies

• Commercial Companies

Mellon Contact Center Aim

Fully modernized contact center which has the

ability to cover any possible today’s andtomorrow’s needs of the customers with thelowest possible cost.

Assure a consistent quality of services across all interaction channels – voice, e-mail, web, IVR.

Provide the right service level Operational efficiency Maximize profit

Mellon Contact Center Technology

Computer Telephony Integration (CTI)

Interactive Voice Response (IVR)

Predictive Dialer

Voice Recorder

Internet Integration

e-mail and Web handling

Fax Server MMS Technology

Virtual Contact Centers

Call Management Reports For Supervision

Mellon Contact Center Solution

Mellon Contact Center Services

1. Telemarketing2. After sales service3. Collections4. Telephone Banking5. Customer care services6. Data Base creation and cleaning7. Instant credit support8. Surveys

1.Telemarketing Modern, alternative and innovative channel for the

sale of financial products and services Channel with immediate and fast results Direct, Personal, Bi directional communication through

Inbound and Outbound Calls Allow to NEW Customers to communicate with the

Bank via a simple Phone Call Allow to call your EXISTING customers to offer them

your products and better service Cross selling actions Creation of Data Base Exploitation of Existing Data Base

Maximize the effects of advertising campaigns

2.After Sales Service The possibility given to the customers of the banks to

have exceptional telephone services after they acquire a product from professional and specially trained Call Center agents

Easy route for the customer-No wrong dialing -Immediate response-Direct answers to the questions of the

customer

Giving information on their application status Informing all the clients on approval or rejection

of their applications

3.Collections ServicesCollection = An organized contact with the customers that have been overdue with their payments of installments

Collections of due debts of all buckets of delays (early, late, write-offs)

B2C Debt Collection B2B Debt Collection

Additional Collections Services: Skip tracing Documents authentication Results analysis

Fully Reports

3.1.Methods of Collections

Outbound and inbound calls

Written notices

Pre-Legal and Legal actions

3.2. Make Collection from Day One !

No contact : -delay 1-30 days =>50% of customers will

enter in 30-60 days delay -delay 30-60 days=>60% of customers will

exceed the 60 days delayWith contact :

-delay 1-30 days =>15% of customers will enter in 30-60 days delay

-delay 30-60 days=>25% of customers will exceed the 60 days delay

FACTS:If collection services are in effect during the 1 –

60days delay, the accounts that become more than

60days overdue can be only about 3,7%.

3.3.Additional Collection Services

Skip tracingIdentification of current (up-to-date) data of end

customers in case the debtors cannot be informed through the billing process, nor be contacted through the collection process.

If time is wasted, the debt will become a write-off, with few chances of recovery.

Documents authentication for applications fraud protection

For avoiding the acceptance of such false applications.

The document verification department is equipped with up to date information on common forgery errors, case studies and algorithms or special identification marks used in official papers

4.Telephone Banking

The possibility given to the Bank’s customers to perform all their banking monetary and non-monetary transactions via a

simple phone call, 24 hours per day, 7 days per week

THE BANK THAT NEVER CLOSES

4.Telephone Banking Can work remotely or complementary

to the bank (I.e. after hours) Full guarantee of security Minimum to maximum services

depending on the decision of the Bank Designed on the needs of the Bank Possibility of applications on a fully CTI

platform (voice,fax,mail,web,sms)

5.Customer Care Service

The possibility given to the customer to contact

His/Her Bank 24 hours per day, 7 days per week for any kind of

service he may need

Is a special project of creating a real relationship between the Company and the customer in order to solve their problems and develop a sentimental dependence

of the customers

5.Customer Care Service

Can work remotely or complementary to the bank (i.e. after hours)

Full guarantee of security Minimum to maximum services

depending on the decision of the Bank1. Customer service for all Banking products2. Internal Customer Service for the Branches of the Bank3. Customer Service for collaborators of the Bank, i.e.

merchants etc

Designed on the needs of the Bank

6.Data Base Cleaning & Creation

The rectification and update of customer lists of the Bank / Organization– Checking for the wrong recordings – Correction and completion of recordings– Identification of double recordings

Categorization of customers per product/service etc

New customer Data Base CRM

7.Instant Credit Support

TRAINING of Instant Credit users

Provision of CONTINUOUS SUPPORT in case of problems, queries or training of new users

8.SurveysAllows the Organizations to find out

and measure information such as:

Customer Satisfaction Awareness Needs for new products Response on new products or

services

What Mellon could offer?

Outsourcing

Co-sourcing or combined solution

Set-up Turn Key Contact Center

Why Outsourcing The companies can focus on their core

business Cost advantage – staff, assets,

infrastructure Keeping pace with the speed of market Business risk mitigation Rapid access to high quality practices Gain in employee productivity through

skilled and trained personnel Shorter project delivery time Better control over operations Increased customer satisfaction

Benefits from High Quality Service

THE SATISFIED CUSTOMER: • Becomes a loyal customer• Is willing to be charged extra for the one he

knows and trusts• Recommends new customers • Gives less attention to competition

Other Benefits: Clear and up to date clients’ databaseSurveys through the conversation allow the Client

to find out and measure information such as:- Customer Satisfaction- Awareness- Needs for new products- Response on new products or services

Conclusion

Why outsource to a professional Contact Center?

Because it can offer you complete contact center

solutions that can make you a leader in your field!!

THANK YOU FOR YOUR ATTENTIONTHANK YOU FOR YOUR ATTENTION ! !

YOU CAN CONTACT US AT:YOU CAN CONTACT US AT:

6-6A, Calea Vitan , 106-6A, Calea Vitan , 10thth floor, 3 floor, 3rdrd district Bucharestdistrict Bucharest

Tel. +40 21 320.89.00Tel. +40 21 320.89.00

Web site: www.mellongroup.comWeb site: www.mellongroup.com