ITS OUR TIME

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CARE TL Offsite
2012

Our New World

To 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
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Deliver an inspirational, high quality employment experience to our Contact Centre employees
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Improve EBIT contribution from the Contact Centre

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The business goal well achieve.

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The business goal well achieve.

10m.
2015

8.8m.
2014

7.8m.
2013

6.8m.2012

Current year

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

Challenges current year Shrinkage down from 47.5% to 38.3%

47.5% 38.3%

Challenges current year

HC needs to grow to meet demand from 123 150 8 9

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

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

Best Place to Work

Overall Attrition
6.00%
5.00% 5.00% 4.30% 3.80% 4.00% 3.80% 4.20% 4.00% 3.50% 3.20%3.20%

5.00% 4.50% 4.00% 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

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

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 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

Calibration on New form E-Sat= Fun Activities

Shrinkage management

Shrinkage management

E-Sat= People Development

Attrition Control. One soul chat per month.

Reduction in Non-Nego

Reduction in Non-Nego & Rude Calls

Everything is achievable

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

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