CARETL Offsite
2012
http://www.youtube.com/watch?v=i_Psl0nFEzw
Our New WorldTo deliver a FAB experience to every customer and employee of Three UK.
Our objectives Deliver an enjoyable, high quality Contact Centre experience to UK customers
Deliver an inspirational, high quality employment experience to our Contact Centre employees
Improve EBIT contribution from the Contact Centre
The business goal we’ll achieve.
10m.
6.8m.
7.8m.
8.8m.
2012
2013
2014
2015
The business goal we’ll achieve.
Challenges Current year
Challenges current year
HC needs to grow to meet demand from
1238 1509
Challenges current year
47.5%38.3%Shrinkage down from 47.5% to 38.3%
Challenges current year
SL drop from 80%+ to 63%80%+
63%-
What the fuss is all about
Care contributes to 24% of overall CC demand in 2012. Highest amongst all verticals! which implies higher ability to influence CC KPI’s
4006 4124 4030 4163 3970 4291 4217 4120 4477 4082 4256 4453
1238 1305 1251 1306 12291348 1320 1295
14881342 1422 1509
5243 5430 5281 54685199
5639 5537 54155965
5424 56775962
0
1000
2000
3000
4000
5000
6000
7000
Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12
Rest of CC Care
What the fuss is all about
•Customer base and call volume in CC have grown proportionally• Propensity over last two years has been stable with marginal
downward trend
2010
13.0% growth
2011
22.7% growth
2012
2010
2011
0.4% reduction
2012
0.3% reduction
2010
12.6% growth
2011
22.4% growth
2012
FAB Experience
65%
66% 66%
67% 67%
68% 68%
69% 69% 69%
70% 70%
62%
63%
64%
65%
66%
67%
68%
69%
70%
71%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Resolution
Shrinkage reduction won’t allow additional time to up-skill and develop advisorsDeflection of easy calls is a key risk for Care
FAB Experience
OSAT
67%
68% 68%
69%
70% 70%
71% 71%
72% 72%
73% 73%
64%
65%
66%
67%
68%
69%
70%
71%
72%
73%
74%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
PROFITABILITYRetail Support
•Contribution to EBOC PROJECT by showing annualized savings of 17000GBP
•Reduction of 10000 call volumes per month
•Manual upgrade calls
Best Place to Work
4.50%5.00%
4.30%
5.00%
3.80% 4.00% 3.80%4.20% 4.00%
3.50%3.20% 3.20%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Annualised attrition @ 48% for 2012. Seasonal glide of 2011 ascertained for realistic spikes
Overall Attrition
Operational Efficiencies
Annualised shrinkage @ 40.7%. Saving of ~133 FTE’s. Improvement glide considered for effective phasing
Shrinkage45.2% 45.2%
42.2%
40.6%40.2% 40.2%
39.2% 39.2% 39.2% 39.2% 39.2% 39.2%
36.0%
37.0%
38.0%
39.0%
40.0%
41.0%
42.0%
43.0%
44.0%
45.0%
46.0%
Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12
SWOT
People driven vertical with high connect at all levels
Leadership capability in Care is very high
People development at the Core
Collaborative approach with support teams
Very flexible to change
Communication flow is a challenge
Average Execution
Keep their word is a challenge for some
Lack of Calibration across levels across sites
Inconsistent leadership styles across sites
Succession planning is not well defined and does not have a framework
Need to have right person for the right job
Advisor capability needs to be worked on
Better planning
Need to do few things
Brand understanding across levels
Consistent BAU process execution
Easy call types moving out may hamper CSAT
People challenges due to reduced shrinkage and flat OPEX etc.
Leadership across at TL level – (with the New TC Model)
Strengths Weakness
Opportunities Threats
How we need to operate
Do less but do extremely WELL
How we need to operate
Align to the BRAND
How we need to operate
Put customers and people at the heart of everything we do
In summary.We will grow as a business: By being Leaders and Experts in New Mobile.
Flat OPEX in CC: Lean addition in headcount to manage growing customer base
Do the right thing:
Customer Experience is enriched0 TOLERANCE TO FAILED CALL BACK’s, RUDE CALLS.
Service Level: Service level is deteriorating
Reduced Shrinkage: Increase in occupancy and utilization. No more big avails
We need to :Do Less but do wellAlign to the BrandPut customer and people at the heart of everything we do
What is expectedTop 3-5 priorities for you as TL group for the next 6 months.
Our Commitments
Everything is achievable
Everything is possible;For the IMPOSSIBLE
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