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

3. taking care of the essentials Roadside recovery Vehicle checks Motor Insurance Home Insurance Travel Insurance Fixed line Mobile Internet Savings & investments Credit Gas Electricity LPG Appliance servicing Appliance cover Home security Travel & Traffic Home related, Finance i i Other services

4. Vision…. Centrica aims to be: The leading supplier of products and services in and around the home “Taking care of the essentials”

5. “Our people are the business’s 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

6. Inbound Calls9 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!!!

7. A Persistent Headache

8. FLOWCHART FOR MANAGING SICKNESS ABSENCE Employee goes off sick Return to Work Interview Employee’s absence triggers entry into Sickness Absence Procedure Stage 1 Review with manager. Target set 0 days in 3 months Target Met Review closed down 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 Stage 2 Interview with manager. Target set 0 days in 6 months Target Met Review closed down Target not Met Stage 3 Review with manager. Target set 0 days in 6 months Target not Met Review with HR. Stage 4 Attendance Hearing. Termination of Contract Target Met Review closed down Extension of Stage 3 Trigger Points 6 days in rolling 12 months 3 occasions in a 6 month period

9. Winning the Battle Winning the War Averages are dangerous Link between “pressure” & “sickness” Continue to improve environment THANKS FOR LISTENING