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An independent and pioneering company in the development of innovative, creative and complete solutions,
through outsourced management and processing services for the issuers of electronic payment means
THE CSU GROUP BUILDS ITS HISTORY BASED ON FOUR BUSINESS DIVISIONS
Processing and Management for Electronic Payment Means
The largest and most complete of Latin America
Solution provider and integrator of data-driven direct and digital marketing for customer-engagement actions and programs
Management and solutions for Contact Center and BPO (Business Process Outsourcing)
Business Process Management for the companies acquirers of the international credit card brands
The 1st independent company to operate in the acquirer’s market
O GRUPO CSU CONSTRÓI A SUA HISTÓRIA BASEADO EM QUATRO DIVISÕES DE NEGÓCIO
Processamento e Administração de Meios Eletrônicos de Pagamento
A maior e mais completa da América Latina
Provedora e integradora de soluções de marketing direto e digital dirigido por dados para ações e programas de customer engagement
Gestão de processamento para empresas adquirentes das bandeiras internacionais
A 1ª empresa independente a operar no mercado de acquirer
Management and solutions for Contact Center and BPO (Business Process Outsourcing)
What is the Contact Center market currently looking for?
The real differential?
Excellence in Customer
Care
What does this mean?
Excellence in Customer Care
Focus on people
Recruiting Excellence
Training
Management
Talent retention
Attraction Selection Hiring
Partnership with 20 consultants for candidate
attraction
Refer-a-Friend Program
Active and receptive Candidate Center
In-person interviews and group dynamics
Customer Participation in the selection process
Paid Training
Welcoming Program
One of the largest training centers in the
market
● Auditorium, technical and
behavioral training rooms
with a total capacity of more
than 1,000 people/day
Behavioral and product training
TRAINING CSU Structure of Instructors and Multipliers
RETENTION QUALITY OF LIFE
Restaurants & Coffee Shop ● 8 thousand meals per day
● Break areas with self-service machines
Transportation ● 390 parking spaces in Alphaview –
Barueri
● Bus and railway terminals close to the
Alphaview site: interconnected to the
road network serving SP and 22 other
municipalities
● In Recife, Central location with easy
access, close to the universities
RETENTION QUALITY OF LIFE
Medical Center Clinic with:
● General Practitioner
● Dentist
● Gynecologist
● Lab collection points
Cyber Café
Book Store
ATM in-house employee banking services
Multi-sports courts
● Specialized team for physical
activities and sports
RETENTION
Health Campaigns
QUALITY OF LIFE
● Voice Care
● Family Planning
● Drug Combat
● Ergonomics
● World AIDS day
● STD / AIDS
● Internal Labor Accident Prevention Week
RETENTION CSU UNIVERSITY A corporative university which counts with three important cycles:
TRAINING
● School for Leaders
● School for Customers
● Business School
● School for Contact Center
Representatives
DEVELOPMENT
● School for Talents
RECOGNITION
● CSU Crescer Created to value, recognize and promote the internal talents, encouraging employees to seek new opportunities within the organization
● CSU Educa
RETENTION
CSU Educates Differentiated system of
educational benefits according
to specific indicators :
Quality evaluation
Presence
Length of Service
Business Indicators
● Extensive to family members, if the employee
has already achieved a high evaluation
● Partnership with solid educational institutions
such as Anhanguera, Sumaré, Uninove, Ka-
Solution, Catho, and others
● Reduction of up to 70% of the tuition
RETENTION
Talent Bank Capacitate employees who have
the potential for supervision and
coordination
Career Plan Generate opportunities for
the employees with good
performance to occupy
new positions within the
company (resulting in an
increase in salaries and
benefits)
Recognize and reward
employees with good
performance through
pre-defined indicators
Develop leaders through
courses in Team Management,
Feedbacks, Time Management
Development of Leaders
RETENTION
Recognition Program
Excellence in Customer Care
Focus on people
More satisfaction Less Calls
More conversion and recovering, with
less cost
Conducting an intelligent management
OPERATION
Reception and monitoring of new
employees until they are able to fully
exercise their functions
Integration Project
Establishment of performance
indicators, according to the
characteristics of the operation, and
constant monitoring, ensuring
compliance with the agreed SLA’s
Management of Performance Indicators
Engage the teams in the pursuit of goals
and challenges defined for each product
and service
Motivational Campaigns
Amongst the market leaders in results for the debt collection operations
RECOVERING OF CREDITS AND ASSETS
TELESALES
Understanding the customer’s business processes in order to propose improvements and resolutions
CUSTOMER SERVICE
RESOLUTION AND
CONVERSION
We are amongst the top three in sales conversion
QUALITY Independing of the Operation
CSU Process - Quality Assurance
Quality Management Model Services
Metodology Certifications Corporative Services Operational Services
●PDCA
●Ishikawa
●Pareto
●Root Cause
●COPC
●Processes/ People
●ISO 9001:2008
●PROBARE
●Review of
processes
● Auditing
●Review of scripts
●Assessment
●Monitoring
●Feedback
●Calibration
●New projects
●Support to
operation
●Campaigns
Excellence in Customer Care
Focus on people
• More satisfaction • Less Calls • More conversion and recovering, with less cost
Conducting an Intelligent management
Infrastructure and Technology
• Recruiting Excellence
• Training
• Management
• Talent retention
● Market Premises
ONE OF THE LARGEST CONTACT CENTERS OF LATIN AMERICA
More than 10 years of experience with
constant innovations in the Brazilian market
●More than 4 thousand PAs in operation
Curitiba
Contact Center Operations
Contact Center Operations
Recife(1)
Contact Center Operations
Recife(2)
Contact Center Operations
Faria
Lima
Commercial Areas | Administrative Areas
DPC Back-Up
Alphaview - Barueri
Administrative Areas| Operational
Management Contact Center Operations
Each operational wing (half of one floor) has
relaxation room, coffee shop, and support
and management rooms that can be re-
arranged according to the needs of each
customer
SITE ALPHAVIEW OPERATIONAL ENVIRONMENT
● Premium Infrastructure: capacity for
8.000 employees
● The best layout, conceived for call
center structures in accordance with
NR 17
TECHNOLOGICAL STRUCTURE
SOLUTIONS •Highly Qualified Team, integrated
with the business focus
•Personalization and intelligence in the human and electronic response to callers
•Robust environment and high availability of IT and Telecom Infrastructure
•Partnership with market’s main suppliers and technological solutions
TECHNOLOGICAL
STRUCTURE
• Telecommunication network with High-speed MPLS – sites
and communication channels
• Know-how in the integration and operation of technological
multi-platforms and social relationship channels
• BI Contact Solutions with performance statistic model
• Development and integration of sophisticated tools for the
Management of People, Processes and Customer
Satisfaction
SOLUTIONS
•Best solution for contingencies •Higher operational flexibility •Best performance •Cost Reduction
•Assurance of continuity •Strategically chosen locations •Good transportation availability •High manpower availability
Solution Differentials Topology
TECHNOLOGICAL STRUCTURE Mirroed Sites
Recife (2)
Faria Lima (CPD e TCC) BH Hugo Werneck
Recife (1) Alphaview CSU Management
Corporative Network
CSU IP / MPS
Private IP
EXCELLENCE IN CUSTOMER CARE
FOCUS ON PEOPLE
CONDUCT AN INTELLIGENT MANAGEMENT
INFRAESTRUCTURE AND TECHNOLOGY AS A MARKET PREMISSE
MARKET
RECOGNITION
AWARDS – CSU CONTACT
CUSTOMERS BY SEGMENT
Insurance
Financing
Retail
Others
Telecom
Entertainment
CUSTOMERS BY SERVICE LINE
Call Center
Sales
Technical Support
Back Office
Bilingual Support
Debt Collections
Fraud Prevention
Infraestructure
Help Desk 24h
The CSU Group...
● Creates ideas
Ideas that will innovate the market
Solutions that will allow the offer of the best services to our customers
Results that will sustain the continuous growth of its business
● Implements solutions ● Generates results
The history of the CSU Group its an integral part of the very development of the Brazilian market of electronic payment means
Only a company that has become highly technological and with levels of sophistication compatible with the most advanced in the world
Would be able to offer complete solutions to its customers