TSYS and Nationwide Building Society Contact Centre Named Top Quartile
COLUMBUS, Ga. & LONDON -- April 18, 2013
TSYS (NYSE: TSS) today announced that its Nationwide Building Society contact
centre which it services has been named among the top 25 percent financial
services contact centres in Europe for 2012. The recognition was given by
Europe’s leading bespoke contact centre benchmarking survey, Bright Index.
The Bright Index is used to identify the top performers across Europe. Each
year up to 100 companies benchmark their contact centre performance against 50
key metrics with an average one million calls per participating company used
to form the basis for the analysis. The benchmarking includes measuring
efficiency, quality, resourcing, self-service and sales.
“We are very pleased to be recognised for the high level of service which we
provide at our UK contact centres,” said Adrian Garton, managing director of
TSYS Managed Services EMEA. “We work very closely with Nationwide Building
Society and this award highlights the strength of our relationship and the
values that we share.”
“The benchmarking exercise helps us to measure ourselves against the rest of
the marketplace and helps ensure that we keep our customers’ needs at the
centre of everything we do,” said Adam Slater, senior manager, Banking at
“The key to delivering world-class customer service is to get a comprehensive
view of how the contact centre operates,” said Mats Rennstam, managing
director of Bright UK. “This is why the Bright Index is designed to adopt a
holistic approach for managing a best-in-class contact centre.”
TSYS signed a long-term agreement with Nationwide Building Society in 2007 to
process its portfolio of 2 million consumer credit card accounts and to build,
operate and manage a new credit card centre in Binley, Coventry.
At TSYS, (NYSE: TSS), we believe payments should revolve around people — not
the other way around. We call this belief "People-Centered Payments^SM." By
putting people at the center of every decision we make, with unmatched
customer service and industry insight, TSYS is able to support financial
institutions, businesses and governments in more than 80 countries. Offering
merchant payment-acceptance solutions as well as services in credit, debit,
prepaid, mobile, chip, healthcare and more, we make it possible for those in
the global marketplace to conduct safe and secure electronic transactions with
trust and convenience.
TSYS’ headquarters are located in Columbus, Georgia, with local offices spread
across the Americas, EMEA and Asia-Pacific. TSYS provides services to more
than half of the top 20 international banks, is a Fortune 1000 company and was
named one of the 2013 World's Most Ethical Companies by Ethisphere magazine.
TSYS routinely posts all important information on its website, for more please
visit us at www.tsys.com.
About TSYS Managed Services EMEA
TSYS Managed Services EMEA is a joint venture between TSYS and Dimension Data,
an IT solutions and servicing provider headquartered in South Africa. TSYS
Managed Services EMEA owns and operates financial services call centres in
Milton Keynes and Coventry, UK and Barneveld, Netherlands. The company
provides customer service, risk/fraud management and a comprehensive suite of
Managed Services solutions to financial institutions throughout continental
About Nationwide Building Society
Nationwide is the world's largest building society as well as the second
largest savings provider and a top-three provider of mortgages in the UK. It
is also a major provider of current accounts, credit cards, ISAs and personal
loans. Nationwide has around 15 million members.
Customers can manage their finances in a branch, on the telephone, internet
and post. The Society has around 16,000 employees. Nationwide's head office is
in Swindon with administration centres based in Northampton, Bournemouth and
Dunfermline. The Society also has a number of call centres across the UK.
About Bright Index
Bright Index is Europe’s leading bespoke contact centre benchmarking. Bright
have carried out over 1,000 benchmarking reviews, which enable them to pick an
appropriate peer group within each sector handling the same type of contacts
as the participant.
TSYS Media Relations
TSYS Investor Relations
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