MELLON GROUP, LLC
WILMINGTON, DE

Mellon is an established IT integrator and BPO services provider that cooperates with global technology leaders to serve organizations with strong consumer business in Central and SE Europe. Since 1994, Mellon is leading the payments industry of our region, providing financial institutions with technology solutions and outsourced services that optimize their business processes across the entire value chain, whilst enhancing the overall customer experience at the point of contact (at the branch, over the internet, over the phone, at the store, in the mail). Especially today that the credit crisis has emphasized the need for liquidity, cash management and operational efficiency, our offering is targeted to help our customers evolve into a more service-driven business model, and address the additional demands on their banking operations and infrastructures. Mellon Contact Services SA (former Mellon Collection Services) was established in 1997 with the objective to provide world-class debt management and collections services to companies that provide credit lines to facilitate transactions with their corporate customers and consumers. The company holds a leading position in the Greek market, maintaining a strong customer-base that consists primarily of financial institutions, telecommunications providers and top retail companies. Since our foundation we have built an unparalleled track record of over 100 projects run on behalf of more than 25 leading customers, with no compromise to our high standards of professionalism and business conduct integrity. Today, Mellon Contact Services employs more than 300 specialized staff. The value delivered by the company derives from a unique combination of specialized skills, dedicated human resources, flexible organizational structure, robust IT infrastructure and innovative technological tools. These capabilities are highly adaptable to match the requirements, policies and strategies of each customer separately. Through this strategic bond, Mellon Contact Services handles inbound and outbound calls as well as specialized back-office operations, addressing the different needs of each customer for enhanced customer relationships and implementation of profitable projects. Leverage a SIP-supported network to blend the CTI feature set with installed business applications to create a fully integrated communications solution that manages phone calls and faxes as well as e-mails, web interactions and valuable business and customer information. Support business growth and enterprise expansion with simple application licensing -- not additional hardware, middleware or costly capital expenditures Boosts productivity by up to 300% As enterprises seek to transform themselves into leaner, smarter and more nimble players, they’re benefiting from a convergence of trends in business, IT and telecommunications to address new business realities in the contact center. Mellon’s Contact Center Pay-as-a-Service proposition takes advantage of a cloud computing environment to allow businesses to subscribe to and rapidly deploy core applications, with easier manageability and less maintenance, and adjust more readily to fluctuating and unpredictable business demand. No upfront investments, no capital expenditure, no overheads and no need for internal support departments – Billing is based on usage, allowing for variable pricing and shifts with business conditions. Mellon’s Contact Center Pay-as-a-Service proposition, provides substantial cost savings, streamlined IT and simple scalability with no up-front investment. Make a seamless and easy transition from premise to cloud. Strategic Mix of our Call Center Services with our other business activities (technology solutions and business process management) KPIs (cost, productivity, service level, quality, agent, call handling) Mellon's Contact Center services are focused on key sectors with strong consumer business. Each sector is treated by a dedicated business unit to achieve maximum specialization, supported by strong functional capabilities that allow fast and effective exchange of knowledge and economies. Through this flexible matrix structure, Mellon maintains a competitive position, successfully serving the particular needs of different industries and companies, regardless of size. People are at the heart of our Contact Center services. We are committed to an anthropocentric philosophy; consistently applying world-class selection, training and development policies that will help our people realize their full potential. Especially for our agents, we have designed an ongoing, comprehensive training program that includes communication, emotional intelligence and technical skills development. In addition to this, our teams undergo special training programs for each company, product and service campaign, with the cooperation of our in-house trainers and our customers. Mellon's outsourced Contact Center services business has been benchmarked and awarded for different competences, by top international organizations including Europe's 500 [Europe's 500 - Entrepreneurs for Growth], Best Workplaces [Great Place to Work Institute, Hellas], and Contact Center World Awards [ContactCenterWorld.com]. Security and Continuity of Business For our line of business, data security and business continuity are of key importance. We have a collection of ISO-certified, documented, applied and monitored policies, including data security, data destruction, physical security, and data transmission. We employ the stringiest data security mechanisms, including daily backups on tapes and DVD ROM for the entire IT operating environment, physical protection provisions etc. In case of disaster, multiple sites allow us to shift operations easily with no disruption to our business. Each site is fully redundant in terms of communication lines and data, allowing uninterrupted operation for all our customers.