Offsite ppt1

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CARE TL Offsite 2012

Transcript of Offsite ppt1

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CARETL Offsite

2012

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

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Our New WorldTo deliver a FAB experience to every customer and employee of Three UK.

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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

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The business goal we’ll achieve.

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10m.

6.8m.

7.8m.

8.8m.

2012

2013

2014

2015

The business goal we’ll achieve.

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Challenges Current year

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Challenges current year

HC needs to grow to meet demand from

1238 1509

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Challenges current year

47.5%38.3%Shrinkage down from 47.5% to 38.3%

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Challenges current year

SL drop from 80%+ to 63%80%+

63%-

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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

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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

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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

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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

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PROFITABILITYRetail Support

•Contribution to EBOC PROJECT by showing annualized savings of 17000GBP

•Reduction of 10000 call volumes per month

•Manual upgrade calls

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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

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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

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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

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How we need to operate

Do less but do extremely WELL

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How we need to operate

Align to the BRAND

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How we need to operate

Put customers and people at the heart of everything we do

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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

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

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Our Commitments

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Everything is achievable

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Everything is possible;For the IMPOSSIBLE

There is ?????