2012 CSU Contact Presentation


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2012 CSU Contact Presentation

  1. 1. 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
  2. 2. THE CSU GROUP BUILDS ITS HISTORY BASEDON FOUR BUSINESS DIVISIONSProcessing and Business Process Solution provider Management andManagement for Management for the and integrator of solutions forElectronic Payment companies acquirers data-driven direct and Contact Center andMeans of the international digital marketing for BPO (Business credit card brands customer-engagement ProcessThe largest and actions and programs Outsourcing)most complete of The 1st independentLatin America company to operate in the acquirer’s market
  3. 3. O GRUPO CSU CONSTRÓI A SUA HISTÓRIABASEADO EM QUATRO DIVISÕES DE NEGÓCIOProcessamento e Gestão de Provedora e Management andAdministração de processamento para integradora de solutions forMeios Eletrônicos empresas adquirentes soluções de Contact Center andde Pagamento das bandeiras marketing direto e BPO (Business internacionais digital dirigido por ProcessA maior e mais dados para ações Outsourcing)completa da A 1ª empresa e programas deAmérica Latina independente a customer operar no mercado engagement de acquirer
  4. 4. What is the ContactCenter marketcurrently looking for? Excellence inThe real Customerdifferential? Care What does this mean?
  5. 5. Excellence in Customer CareFocus onpeople Recruiting Excellence Training Management Talent retention
  6. 6. Attraction Selection Hiring Partnership with 20 In-person interviewsconsultants for candidate and group dynamics attraction Paid Training Customer ParticipationRefer-a-Friend Program Welcoming Program in the selection process Active and receptive Candidate Center
  7. 7. TRAININGCSU Structure of Instructors and MultipliersBehavioral and product trainingOne of the largest training centers in themarket● Auditorium, technical and behavioral training rooms with a total capacity of more than 1,000 people/day
  8. 8. RETENTIONQUALITY OF LIFERestaurants & Coffee Shop● 8 thousand meals per day● Break areas with self-service machinesTransportation● 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
  9. 9. RETENTIONQUALITY OF LIFEMedical CenterClinic with:● General Practitioner● Dentist● Gynecologist● Lab collection pointsCyber CaféBook StoreATM in-house employee banking servicesMulti-sports courts● Specialized team for physical activities and sports
  10. 10. RETENTION QUALITY OF LIFEHealth Campaigns● Voice Care● Family Planning● Drug Combat● Ergonomics● World AIDS day● STD / AIDS● Internal Labor Accident Prevention Week
  11. 11. RETENTION CSU UNIVERSITY A corporative university which counts with three important cycles: TRAINING DEVELOPMENT RECOGNITION● School for Leaders ● School for Talents ● CSU Crescer● School for Customers Created to value, recognize and promote the internal● Business School talents, encouraging employees● School for Contact Center to seek new opportunities within Representatives the organization ● CSU Educa
  12. 12. 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
  13. 13. RETENTIONTalent BankCapacitate employees who havethe potential for supervision andcoordinationCareer PlanGenerate opportunities forthe employees with goodperformance to occupynew positions within thecompany (resulting in anincrease in salaries andbenefits)
  14. 14. RETENTIONRecognition ProgramRecognize and rewardemployees with goodperformance throughpre-defined indicatorsDevelopment of LeadersDevelop leaders throughcourses in Team Management,Feedbacks, Time Management
  15. 15. Excellence inFocus on Customer Carepeople More satisfaction Less Calls More conversion Conducting an intelligent management and recovering, with less cost
  16. 16. OPERATIONIntegration ProjectReception and monitoring of newemployees until they are able to fullyexercise their functionsManagement ofPerformance IndicatorsEstablishment of performanceindicators, according to thecharacteristics of the operation, andconstant monitoring, ensuringcompliance with the agreed SLA’sMotivational CampaignsEngage the teams in the pursuit of goalsand challenges defined for each productand service
  17. 17. RESOLUTION ANDCONVERSIONRECOVERING OF CREDITS AND ASSETSAmongst the market leaders in results for thedebt collection operationsTELESALESWe are amongst the top three in salesconversionCUSTOMER SERVICEUnderstanding the customer’s businessprocesses in order to propose improvementsand resolutions
  18. 18. QUALITYIndepending of the Operation CSU Process - Quality Assurance Quality Management Model Services Metodology Certifications Corporative Services Operational Services ●PDCA ●ISO 9001:2008 ●Review of ●Monitoring ●Ishikawa ●PROBARE processes ●Feedback ●Pareto ● Auditing ●Calibration ●Root Cause ●Review of scripts ●New projects ●COPC ●Assessment ●Support to ●Processes/ People operation ●Campaigns
  19. 19. Excellence inCustomer Care Focus on people • Recruiting Excellence • Training • Management • Talent retention Infrastructure and Technology ● Market Premises Conducting an Intelligent management • More satisfaction • Less Calls • More conversion and recovering, with less cost
  20. 20. ONE OF THE LARGEST CONTACT CENTERS OF More than 10 years of experience with LATIN AMERICA constant innovations in the Brazilian market ● More than 4 thousand PAs in operation Faria Curitiba LimaCommercial Areas | Administrative Areas Alphaview - Barueri Administrative Areas| Operational Contact Center OperationsDPC Back-UpContact Center Operations Management Contact Center Operations Recife(1) Recife(2) Contact Center Operations Contact Center Operations
  21. 21. SITE ALPHAVIEWOPERATIONAL ENVIRONMENTEach operational wing (half of one floor) hasrelaxation room, coffee shop, and supportand management rooms that can be re-arranged according to the needs of eachcustomer● Premium Infrastructure: capacity for 8.000 employees● The best layout, conceived for call center structures in accordance with NR 17
  22. 22. TECHNOLOGICALSTRUCTURESOLUTIONS•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
  23. 23. TECHNOLOGICALSTRUCTURESOLUTIONS• 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
  24. 24. TECHNOLOGICAL STRUCTUREMirroed Sites Alphaview CSU Management Recife (1) Solution Differentials Corporative Network Topology •Best solution for contingencies •Higher operational flexibility CSU •Assurance of continuity •Strategically chosen locations •Best performance IP / MPS •Good transportation availability •Cost Reduction •High manpower availability Private IP Faria Lima (CPD e TCC) BH Hugo Werneck Recife (2)
  27. 27. CUSTOMERS BY SEGMENTFinancingInsuranceTelecomRetailEntertainmentOthers
  28. 28. CUSTOMERS BY SERVICE LINECall CenterSalesTechnical SupportBack OfficeBilingual SupportHelp Desk 24hDebt CollectionsFraud PreventionInfraestructure
  29. 29. The CSU Group... ● Creates ideas ● Implements solutions ● Generates resultsIdeas that will innovatethe marketSolutions that will allow theoffer of the best services toour customersResults that will sustain thecontinuous growth of its business
  30. 30. The history of the CSU Group its an integralpart of the very development of the Brazilianmarket 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