This is not a success story

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• This is not a success story
• A British Gas Experience
• Call Centre Initiative Benchmarking Survey
  

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taking care of the essentials
Other services
i
i
Travel Traffic Home related, Finance
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Vision.
Centrica aims to be
The leading supplier of products and services
in and around the home
Taking care of the essentials
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Our people are the businesss main asset -
(Chief Executive).
Centrica employs 45,000 people
British Gas employs
27,000 people
NSC employs
2,000 people 1,500 Call Centre
Employee Satisfaction Customer Satisfaction
Shareholder Satisfaction
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Inbound Calls 9 million p.a.
Outbound Calls 3 million p.a.
Right people
Right Time
Right skills
EFFICIENT CALL CENTRES
SICKNESS WAS AND IS A MAJOR FACTOR!!!
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• A Persistent Headache

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FLOWCHART FOR MANAGING SICKNESS ABSENCE
Trigger Points 6 days in rolling 12
months 3 occasions in a 6 month period
Employee goes off sick
Return to Work Interview
Employees absence triggers entry into Sickness
Absence Procedure
Target not Met
Stage 1 Review with manager. Target set 0 days in
3 months
Stage 2 Interview with manager. Target set 0 days
in 6 months
Target not Met
Target Met
Target Met
Stage 3 Review with manager. Target set 0 days in
6 months
Review closed down
Review closed down
Target Met
If a person has further absences and has been in
Stage 1 in the previous rolling 12 months, the
are put into Stage 1b and set the target 0 days
in 6 months
Target not Met
Review closed down
Review with HR. Stage 4 Attendance Hearing.
Extension of Stage 3
Termination of Contract
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Winning the Battle
Winning the War
Averages are dangerous
Link between pressure sickness
Continue to improve environment
THANKS FOR LISTENING