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CARE TL Offsite
2012
Our objectives
Deliver an enjoyable, high quality Contact Centre experience to UK customers
q
Deliver an inspirational, high quality employment experience to our Contact Centre employees
q
10m.
2015
8.8m.
2014
7.8m.
2013
6.8m.2012
Current year
47.5% 38.3%
Customer base and call volume in CC have grown proportionally Propensity over last two years has been stable with marginal downward trend
FAB Experience
Resolution
71% 70% 69% 68% 67% 66% 65% 64% 63% 62% Ja n Feb Ma r Apr Ma y Jun Jul Aug S ep O ct N ov D ec 65% 66% 66% 67% 67% 68% 6 8% 69 % 69% 6 9% 70 % 70%
Shrinkage reduction wont allow additional time to up-skill and develop advisors Deflection of easy calls is a key risk for Care
FAB Experience
OSA T 7% 4
7% 3 7% 2 7% 1 7% 0 6% 9 6% 8 6% 7 6% 6 6% 5 6% 4 Ja n F eb Ma r Ap r Ma y Jun Jul Aug S ep O ct N ov D ec 6% 7 6% 6% 8 8 6 9% 7% 7% 0 0 7% 7% 1 1 7 2% 7% 2 7 3% 7 % 3
Jul
Annualised attrition @ 48% for 2012. Seasonal glide of 2011 ascertained for realistic spikes
Operational Efficiencies
Shrinkage
46.0% 45.0% 44.0% 43.0% 42.0% 41.0% 40.0% 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 40.6% 40.2% 40.2% 39.2% 39.2% 39.2% 39.2% 39.2% 39.2% 42.2% 45.2% 45.2%
Annualised shrinkage @ 40.7%. Saving of ~133 FTEs. Improvement glide considered for effective phasing
Retail @ CARE
Retail contributed to EBOP project by showing savings of appx 117000 Reduction in call volumes in Q1 due to UK team and Retail working together on enhancing systems at stores. (appx reduction of 10000 calls / month ) Collaborative approach by Supporting Post Pay, Pay G, Billing and RPI Challenges : Increase in call volumes post launch of Iphone 5. Customer Experience impact at stores
SWOT Strengths
Weakness
Opportunities
Threats
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 BACKs, 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 Click to edit Master subtitle style
What is expected
Top 3 priorities for you as TL group for the next 6 months.
Our Commitments
PAYG Complaint management, no failed callbacks
EL
RETAIL
Shrinkage management
Shrinkage management
Reduction in Non-Nego
Everything is achievable