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