Posting Summary
FIS is the world’s largest global provider of banking and payments technologies. We empower the financial world with payment processing and banking solutions, servicing more than 20,000 institutions in over 130 countries.

– Partnership requires utilising 2 different call centers, located at a minimum of 200 miles apart, – within the State of California
– Seeking a partnership with a call centre than can manage multiple forms of voice and data communications in the state of California
– Will employ onsite customer service representatives who are available 24×7
call centre will use computer applications that limit the visibility of caller’s sensitive information (e.g. SSN – only the last 4 digits will be displayed)
– Customer Service Reps should have the knowledge and ability to address the client’s questions
will be required to use multiple data sources to retrieve relevant information in a timely manner without the need to transfer the call to another agent
– Training will be given to CSRs to learn FIS requirements

Key Selection Factors
Workforce Management Plan to meet SLAs
Average Handle Times
Average Speed of Answer

Additional Requirements:
Both call centers should be located 200 miles apart, but within California
Term: (3) Three years with possibility of a (15) Fifteen month extension
– Volume: Call volume is expected to be upwards 6M minutes (initial term) and upwards 2M minutes each extension option. An average of 82K calls are expected to be transferred to live agents per month.