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Delivering online safety management for a global ecommerce brand

Explore how TELUS International supports a global ecommerce brand in ensuring that the company continues to deliver high-quality service in risk management and payment, while at the same time guaranteeing platform security for its users.

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accuracy rate

of proactive & reactive cases handled in 24 hours

Buyers and sellers that utilize ecommerce platforms expect to complete transactions that are safe and secure. Mitigating the risks that accompany fraudulent activity and shifting government regulations is essential.

TELUS International helps companies develop a well-rounded approach to trust and safety while maintaining a high-quality customer experience.

The challenge

Our client is a leading multinational ecommerce brand that specializes in facilitating consumer-to-consumer and business-to-consumer sales through its website and smartphone application.

With an increasing user base and growing number of listings, the client was looking to expand fraud prevention measures within its German-based operations. This included the removal of copyrighted material, as well as customer support for a newly implemented payment option for both buyers and sellers. Additionally, the client was looking for a way to mitigate the risks involved with new German tax laws that hold online platform owners responsible for its commercial users’ tax registration.

An experienced partner was needed to ensure that the company could continue to deliver high-quality service in risk management and payment while at the same time, guaranteeing platform security for its users.

The TELUS International solution

TELUS International was enlisted to help the client deliver on its trust, safety and security obligations while maintaining a successful and effortless customer experience. Over 260 TELUS International team members across four centers of excellence in Germany support the client with its risk management and payment customer care needs.

To decrease the likelihood of contractual penalties, it is important that the removal of copyrighted material — in close collaboration with rights owners and lawyers — is completed in a timely and accurate manner. TELUS International’s fraud prevention specialists were trained to develop the skills and knowledge needed to recognize counterfeit goods and identify the unauthorized sale of copyrighted materials.

Team members work closely with sellers to resolve concerns, provide guidance to help them receive the appropriate licenses, or remove illicit listings when required. Additionally, the implementation of a robust Know Your Customer (KYC) program helps to reduce the risk of fraudulent transactions, with knowledgeable team members handling risk scoring, identity theft, Account Take Over (ATO) and any payment disputes. In cases of ATO and data abuse, inbound and outbound voice and email support are provided to assist affected users.

In order to assist our client with efficiently keeping up with changing tax regulations, our team works hand-in-hand with sellers to educate them on requirements and ensure the proper forms and information are uploaded to their accounts.

Further, introducing a new payment method required collaboration with the client to ensure successful onboarding with existing buyers and sellers. A customer service team was developed from the ground up and team members were integral in educating the client’s customers on the benefits of transitioning to the new payment system and were the first point of contact for any questions or concerns.

The results

The client has worked exclusively with TELUS International on copyrighted material for over 11 years. Given our impressive track record, they selected TELUS International as their very first outsourcing partner in the payment space, which has resulted in a high accuracy rate of roughly 90% for manual clean-ups and other proactive workflows in this specific line of business.

Team members on the account have an average tenure of nine years and have worked diligently to ensure 99% of proactive and reactive cases are handled within 24 hours. This consistent delivery of industry-leading service has been successful in reducing instances of fraud on the client’s online platform.

TELUS International continues to foster a strong relationship with the client. Our success has been driven by our highly engaged team members, continual improvements to training materials and knowledge base articles as well as the design of internal tools and wikis to proactively ensure frontline team members are working as effectively and efficiently as possible.

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