1. CARE
TL Offsite
2012

2. http://www.youtube.com/watch?v=i_Psl0nFEzw

3. Our New World
To deliver a FAB experience to
every customer and employee
of Three UK.

4. 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

5. The business
goal we’ll
achieve.

6. The business
goal we’ll
10m.
achieve.
8.8m. 2015
7.8m. 2014
2013
6.8m.
2012

7. Challenges
Current
year

8. Challenges
current year
HC needs to grow to meet
demand from
1238 1509


9. Challenges
current year
Shrinkage
down from
47.5% to
47.5%
38.3%
38.3%

10. Challenges
current year
SL drop
from 80%+
80%+ to 63%
63%-

11. What the fuss
is all about
7000
5965 5962
5468 5639 5537 5677
6000 5243 5430 5281 5415 5424
5199
5000 1488 1509
1305 1306 1348 1320 1295 1342 1422
1238 1251 1229
4000
3000
2000 4124 4163 4291 4217 4120 4477 4082 4256 4453
4006 4030 3970
1000
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
Rest of CC Care
Care contributes to 24% of overall CC demand in 2012. Highest
amongst all verticals! which implies higher ability to influence CC
KPI’s

12. What the fuss is all about
22.7% 2010 22.4%
growth growth
13.0% 12.6%
growth 2012 growth 2012
2011
2011 2011
0.4% reduction
2010 2010
2012
0.3% reduction
• Customer base and call volume in CC have grown proportionally
• Propensity over last two years has been stable with marginal
downward trend

13. FAB Experience
Resolution
71%
70% 70%
70%
69% 69% 69%
69%
68% 68%
68%
67% 67%
67%
66% 66%
66%
65%
65%
64%
63%
62%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Shrinkage reduction won’t allow additional time to up-skill and
develop advisors
Deflection of easy calls is a key risk for Care

14. FAB Experience
OSAT
74% 73% 73%
73% 72% 72%
72% 71% 71%
71% 70% 70%
70% 69%
69% 68% 68%
68% 67%
67%
66%
65%
64%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

15. PROFITABILITY
Retail Support
•Contribution to EBOC PROJECT by showing
annualized savings of 17000GBP
•Reduction of 10000 call volumes per month
•Manual upgrade calls

16. Best Place to
Work
Overall Attrition
6.00%
5.00% 5.00%
5.00% 4.50%
4.30% 4.20%
4.00% 4.00%
3.80% 3.80%
4.00% 3.50%
3.20% 3.20%
3.00%
2.00%
1.00%
0.00%
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

17. Operational
Efficiencies
Shrinkage
46.0% 45.2% 45.2%
45.0%
44.0%
43.0% 42.2%
42.0%
40.6%
41.0% 40.2% 40.2%
40.0% 39.2% 39.2% 39.2% 39.2% 39.2% 39.2%
39.0%
38.0%
37.0%
36.0%
Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12
Annualised shrinkage @ 40.7%. Saving of ~133 FTE’s.
Improvement glide considered for effective phasing

18. SWOT
Strengths Weakness
People driven vertical with high connect at Communication flow is a challenge
all levels Average Execution
Leadership capability in Care is very high Keep their word is a challenge for some
People development at the Core Lack of Calibration across levels across sites
Collaborative approach with support teams Inconsistent leadership styles across sites
Very flexible to change
Opportunities Threats
Succession planning is not well defined and
does not have a framework Easy call types moving out may hamper
Need to have right person for the right job CSAT
Advisor capability needs to be worked on People challenges due to reduced shrinkage
Better planning and flat OPEX etc.
Need to do few things Leadership across at TL level – (with the
New TC Model)
Brand understanding across levels
Consistent BAU process execution

19. How we need
to operate
Do less but do extremely
WELL

20. How we need
to operate
Align to the BRAND

21. How we need
to operate
Put customers and people
at the heart of everything
we do

22. 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 enriched
0 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 well
Align to the Brand
Put customer and people at the heart of everything we do

23. What is expected
Top 3-5 priorities for you
as TL group for the next 6
months.

24. Our Commitments

25. Everything is
achievable

26. Everything is possible;
For the IMPOSSIBLE
There is ?????