Sutherland advised a provider of online information and analytics regarding its print-and-mail services relating to the fulfillment of orders for personal solutions products (credit reports with scores, credit watch kits, credit monitoring alerts) and regulated consumer services products (credit files, dispute verifications, notification letters, “specialty” letters mandated by certain states, Federal FACT Act reports).
Sutherland also counseled the client regarding consumer service mail, e-mail and call centers for performing data processing services in response to consumer requests related to Equifax’s credit files. Services include delivering credit files, correcting credit files, supplementing a credit file with additional information and fulfilling opt-out requests. These operations were outsourced to multiple vendors involving multiple agreements.
We also represented the provider in outsourcing multiple call centers, including consumer sales call centers (web, mail and VRU) for U.S. and Canadian direct telephonic and online sales of credit reporting, fraud alert and credit monitoring. In addition, the client outsourced multiple consumer and commercial call centers that process telephonic and online inquiries and transactions for regulated credit reporting, disclosure and disputes and also for consumer credit information, reporting, credit card customer candidate profiling, fraud detection and analytics.
Additionally, we negotiated a facilities management and lease administration/transactions outsourcing arrangement for the management of U.S.-based facilities and their global lease portfolio.