Business Segment Overview

Cost-effective, Best-in-class global Multicountry, Leveraging people,

strategically tailored customer service multilingual service- processes and
service solutions capability delivery models technology

Managed Services

any payment, from anywhere, at any time, through any medium

business segment overview:

t s y s manag e d se r v i c e s
TSYS Managed Services is your strategic partner for customer support
and solutions, ensuring your service-oriented business processes are
managed efficiently and successfully.
Our mission is two-fold: to help you grow your business and to boost
your bottom line performance. We do this by combining our vast
knowledge of issuer- and acquirer-servicing processes with our relent-
less pursuit of best-practice customer relationship excellence.
TSYS Managed Services | Business Segment Overview

In today’s market, businesses need a partner to handle the processes

associated with day-to-day business — everything from handling inbound
and outbound calls to managing risk and maintaining accounts. TSYS
Managed Services answers your needs.

TSYS Managed Services is uniquely qualified to handle your customer

service, back-office and sales-support challenges. We merge expert
payment-industry knowledge with knowledge of all TSYS platforms and
value-added product solutions, to give you an unprecedented level of
service. We strive to assist with consumer and merchant
acquisition and retention while we drive down your cost. Our various
domestic and global contact-center operations, along with our
strategic alliance partners, provide around-the-clock support.

TSYS Managed Services is here for all your contact-center
and back-office needs. This includes support for a variety of
card programs, including commercial and consumer credit,
debit, retail and prepaid. We also support clients globally
across all TSYS processing platforms — issuing, acquiring,
prepaid and loyalty.
We list our menu of services in four primary categories: 1)
Customer services, 2) Risk-management services, 3) Back-
office support and 4) Telesales services. Choices exist within
each of these categories that allow you to have standard
or customized services for your individual needs. We can
deploy a variety of contact-center delivery teams, including
dedicated, shared or blended services, which present an
optimal, compliant and secure service model for you.
Customer Service
TSYS Managed Services provides award-winning customer
service and support for issuers, acquirers and clients in the
prepaid and loyalty markets. Our departmental goals are
aligned to mirror your business objectives, and our team
members are flexible, responsive and expertly trained to
provide a variety of customer services, including inbound
call inquiries, state-of-the-art interactive voice response
(IVR), after-hours and merchant point-
of-sale (POS) terminal help desk support with multilingual
agents in service centers across the globe.
In addition to an unparalleled flexibility running through
all our offerings, we focus our efforts and resources on
the three aspects we believe set us apart as true partners
and promote quantifiable efficiencies throughout your
organization: our state-of-the-art contact centers, our
award-winning customer-support specialists and our
mission to tie our performance to our client’s strategic goals
and objectives.
Our global network of contact centers is designed to
provide our clients with global reach, scale and economic
flexibility. Additionally, we maintain and pursue global
partnerships with other specialist providers to ensure
we can provide the latest industry technology leading to
the highest level of support. We invest millions of dollars
toward maintaining world-class status with the technical
infrastructure of our centers. For example, integrating
our processing systems with leading telephony and
customizable IVR technology promotes efficient operations
while ensuring critical cost savings.
Customer Service for Issuers
TSYS Managed Services successfully manages a broad
range of financial functions for a wide variety of client
portfolios. We also offer a complete menu of services for
commercial, consumer, private label, online banking and
retail banking accounts that includes customer contact,
BENEFITS:
• Consistent delivery of high-quality, low-cost customer service
• Tailored sales campaigns
• Cross-selling and up-selling opportunities
• Increased collections and fraud recovery
• Reduced losses from fraud
• Customer satisfaction survey scores of 9.76 out of 10
• First-call resolution exceeding industry benchmarks
• Consistent track record for meeting and exceeding Service Level
Agreement objectives
• Robust and proprietary software, dialer and telephony technology
• Highly skilled and trained industry professionals
• Proven methodologies with a track record of quick, high-quality
migration of startup and existing portfolios
• Real-time performance scorecard monitoring

credit, collections, authorizations, lost and Merchant Support Services

stolen, card activation, fraud management
and dispute
Based on the 2006 Auriemma resolution. With
benchmark study of 12 major issuers, TSYS Managed
TSYS Managed Services ranked first Services you can
in average service level at almost choose the services
90 percent. that best meet your
needs and know
that they will be seamlessly integrated into
your operations.
TSYS Managed Services has a direct link to
sophisticated, flexible processing systems,
which allows us to manage marketing,
application processing, credit evaluation,
customer service, collections and fraud
activities for our clients. In addition, our
value-added products are leveraged and
integrated to provide our customers with
detailed portfolio analytics, call management
and call monitoring statistics. Our sophisticated
systems contribute to efficient servicing,
which minimizes the training process for new
representatives.
TSYS Managed Services supports more than
100 different combinations of POS-related
terminals and PC solutions for acquirers, ISOs
and their merchants. Our experienced team
delivers industry-leading technical support
24 hours a day, every day, with no exceptions.
Our technical help desk and merchant
account support ranges from answering “how
to” questions to negotiating and solving
complicated communication and hardware
issues. Every step of the way our team is
focused on customer satisfaction, first-call
resolution and helping our clients retain,
grow and serve their merchant base.
Risk-Management Services
When it comes to handling your critical risk-
related needs, TSYS Managed Services is
dedicated to providing the highest level of
support available in the industry. Our team
of highly skilled professionals can help you
mitigate risk to avoid business losses and
ensure increased efficiencies across your
entire organization.
In 2006, our clients reported fraud losses that were half that of
the industry average. Their savings from potential fraud
loss was more than $45 million.
Our industry experts have a proven
record of success in managing risk
functions across a variety of platform
and payment types. We use the latest
technology to maximize productivity,
which enables you to hold down
the expense of managing your risk
portfolio.
The TSYS Managed Services team
consists of seasoned, industry
experts, recognized as best-in-class,
who will work with you through a
variety of tailored program offerings.
From collections to fraud, TSYS
Managed Services provides you
with world-class support to help you
aggressively manage risk. Today’s
fierce competition requires credit-
card issuers to collect and transform
vast amounts of information into
timely, first-alert intelligence. TSYS
Managed Services offers full-service
fraud monitoring and investigation.
Our systems and tools are utilized to
detect and prevent fraudulent account
activity. TSYS Managed Services fraud
representatives can monitor fraud
queues within our system to detect
potentially fraudulent accounts as
they are flagged by the system. Our
fraud investigators can contact the
cardholder directly, and if the fraud is
verified, action can be taken to block
the account. Lost or stolen transfers
can also be managed. In addition,
automated processes within our
system can facilitate the transfer of
account history and transactions.
The TSYS collections services offerings
give you a competitive edge. Using
the latest debt- recovery technology,
we provide the most comprehensive
pre- and post-charge off and skip-
trace services available. All of this
enables you to significantly reduce the
rising costs of managing portfolios.
Back-Office Services
Issuers need a partner with the
credentials to serve their customers
efficiently and with an absolute
focus on quality. Outsourcing your
back-office needs to TSYS Managed
Services means we handle those
responsibilities while you focus on the
growth of your business. You get the
assurance that experts who care about
your success are handling all your
services.
The back-office and off-phone
support area of TSYS Managed
Services is part of our substantial
global contact-center operations. We
use best practices and exceptional
customer service to provide the
essential services and functions you
require. Our work is performed in a
secure environment and comes with
the hallmark TSYS commitment to
excellence.
We provide back-office services
for a variety of card programs,
including commercial and consumer
credit, retail, prepaid, debit and
 tsys manag e d s e r v i ce s v i s i o n:
To continually innovate and leverage processes, platforms
and people to ensure we guard and grow each client’s
brand and retain their customers’ loyalty.

telecommunications. Services range from application
entry, VIP and executive complaint responses, and
correspondence processing (including payment research,
balance transfers, credit balance refunds, account
maintenance, account research, Consumer Dispute
Verification and Univeral Data Forms). We also handle off-
phone functions such as imaging, copy retrieval requests,
returned-mail processing, mail forwarding, commercial
storage and client and customer e-mail responses.
Telesales Services For Acquirers and Issuers
Today’s competitive marketplace mandates that businesses
find ways to penetrate target markets and develop lead-
generation programs that have a direct impact on top-line
revenue. TSYS Managed Services telesales group provides
you with a complete range of sales services that support a
variety of sales campaigns for issuers and acquirers.
Our telesales services combine proven methodologies with
state-of-the-art technology to create winning campaigns
that are designed to achieve your business goals. We have
proven ourselves as an industry leader by demonstrating
flawless uptime and performance, on-time service delivery
and an unsurpassed standard of professionalism.
Telesales for Merchant Acquisition and Retention
TSYS Managed Services provides numerous standard or
customized telesales campaigns for acquirers. Our industry-
leading acquiring call centers are equipped to meet
your needs by providing outbound contact and inbound
customer services. Additionally, our operations teams are
staffed with experienced and knowledgeable professionals
who understand the latest in merchant acquiring and
customer

interaction techniques. Possessing this industry expertise,

TSYS Managed Services runs industry-leading contact
we create a high standard of top-line and bottom-
centers that are dedicated to providing the highest level of
line performance by continuously monitoring agents,
support available. Our experienced telesales professionals
generating feedback and improving the effectiveness of
perform a wide array of inbound and outbound campaigns
our training programs. This process helps TSYS create
customized to meet your needs. At TSYS Managed Services,
successful performance strategies, which in turn generate
we understand the importance of designing a strategy that
better results for our telesales clients.
fits your need to achieve overall success
for your campaign.
Telesales for Issuers
For more than a decade, TSYS has been conducting
various telesales campaigns for issuers at our contact-
center facilities. These services include initiatives such as
inbound and outbound campaigns for Welcome Call and
promotional programs, card activation, surveys, cross- and
up-selling and lost or stolen portfolios, balance transfer
programs and concierge services, just to name a few.

Our list of telesales clients has included many high-profile

domestic and international financial services customers.
Combined, TSYS’ centers have been ranked by Call Center
magazine as the fourth largest inbound and 25th largest
outbound operation in the financial services industry.

TO LEARN MORE
please contact us at +1.480.333.7670, mssales@tsys.com or visit us at www.tsys.com.
 About TSYS

As one of the world’s largest payment services companies, the people, service and technology of TSYS
enable hundreds of millions of consumers globally to navigate their lives with confidence and convenience
every day. TSYS (NYSE: TSS) offers unmatched flexibility, quality and control through a broad range of issuing
and acquiring payment technologies, including consumer-finance, credit, debit, healthcare, loyalty, prepaid
and other related services for financial institutions and retail corporations in any global region.

TSYS’ global headquarters are located in Columbus, Georgia, with other local offices spread across the
Americas, EMEA and Asia-Pacific. TSYS serves more than 300 clients in 75 countries, including relationships
with 11 of the top 20 international banks.

The people of TSYS are respected around the world for the spirit of true partnership they invest in every
relationship and business decision. By the passion they bring to the world of payments, the people
of TSYS are known as good people to do business with. Get to know us at tsys.com, or contact us at
+1.706.649.2307 to learn more about how we can serve as the trusted agent in your payment strategies.

1600 First Avenue • Columbus, GA 31901-2567 • +1.706.649.2307 www.tsys.com

commonwealth of middle east & africa north & central america, south america
independent states mexico & the caribbean
+7495 937 6377 +971 (4) 391 2823 +1.706.649.2307 +55.11.5501.2081

© 2008 Total System Services, Inc.® All rights reserved worldwide. Total System Services, Inc., and TSYS® are federally registered service marks of Total System Services, Inc., in the United States. Total System
Services, Inc., and its affiliates own a number of service marks that are registered in the United States and in other countries. All other products and company names are trademarks of their respective companies.
(09/2008)