Monday 16 April 2012 group presentation


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Training Group Monday 16 April Presentation

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Monday 16 April 2012 group presentation

  1. 1. Ruth O‟Donoghue 07507 404 305 #rodonoghue Contact Centre TrainingMonday 16 April 2012
  2. 2. WELCOME! Lets through the basics! 2
  3. 3. FIRE ALARMS 3
  5. 5. NO SMOKING 5
  6. 6. MOBILE PHONE 6
  7. 7. TOILETS 7
  9. 9. SIGN IN Please sign the sheet so we know who‟s here 9
  10. 10. Whats happening?• About You• SERCO? Never heard of them.• Somewhere between 10:30 and 11:15 break• Lets go travelling• What are they looking for?• I can do that!• S….A….R….B• UK Sizing (if we don‟t run out of time)• Somewhere between 12:30 and 13:00 Lunch 10
  11. 11. Ruth Odonoghue Ruth O‟Donoghue 07507 404 305 #rodonoghue 11
  12. 12. Well! I wouldnt have guessed that?1. If you could go anywhere in the world, where would you go?2. If I gave you £10,000, what would you spend it on?3. If you could watch your favourite movie now, what would it be?4. If you had to go on „ Britain‟s got talent‟ what would you do?5. If you could do your dream job 10 years from now, what would it be? 12
  13. 13. SERCO GROUP 13
  14. 14. A Global Success• It employs 100,000 people• 20,000 in the UK• 45 years old• Last year it generated £5bn• Operates in 40 countries 14
  15. 15. Have you crossed paths?
  16. 16. 16
  17. 17. Meet Serco, the company running the countryHave you heard about the company that controls time? It also runs Britain. The Telegraph August 2009
  18. 18. IT outsourcing, NuclearLocal government, HealthHome affairs EducationDefence Welfare to workScience Private sector. 18
  19. 19. What time is it? Greenwich Mean Time Powered by an Atomic Clock
  20. 20. DEFENCE SERCO DEFENCE Managing a fleet of over 100 vessels, Serco operate tugs and pilot boats, provide stores, liquid and munitions transportation and provide passenger transfer services to and from ships for officers and crew of the Royal Navy 20
  21. 21. They are everywhere….. SERCO TRAFFIC CONTROL Road traffic speed systems cover 18, 000 miles of roads worldwide. Air traffic control in 5 countries – covering 200,000 miles in 5 countries. 21
  22. 22. EDUCATION Currently Serco are at the heart of service delivery for well over 130,000 children around the world. 22
  23. 23. 80,000 registered members with around 18,500 journeys a day now being made on the iconic blue bikes. In the first six weeks of its operation, more than 500,000 journeys were made.23
  24. 24. 14 local authorities throughout the UK, and cover a range of services including refuse and recycling, street scene maintenance, landscaping, gro unds maintenance, as well as housing repairs and improvements24
  25. 25. Home Affairs Serco works with governments around the world to provide services in our key Business Groups of: Custodial Services: HMP Doncaster Immigration Control Yarlswood 25
  26. 26. NUCLEAR Serco support the operation of over 20 nuclear reactors They service 10 nuclear submarines. 26
  27. 27. WELFARE TO WORK Helping over 100,000 people back into work in the Work Programme in South Yorkshire and the Midlands such as Birmingham. 27
  28. 28. Serco‟s governing principles“ Our governing principles”Our governing principles describe the behaviours we expect to see throughout Serco. These are important as they help people understand why working for Serco is different.:• We foster an entrepreneurial culture• We enable our people to excel• We deliver our promises• We build trust and respect 28
  29. 29. The Listening Company “ We manage inbound and outbound contact centre operations for a range of big brands, administering interactions with customers using epiCentre – our multi- channel communication platform” . 29
  30. 30. 30
  31. 31. Wales News headlines….New office to bring up to 600 jobs to Cardiff International service company Serco, is to open a new city centre office in Cardiff, creating up to 600 new jobs over the next 12 months, to manage sales and customer service activity for a range of UK based organisations, including Shop Direct Group, the UK’s largest online and home shopping retailer which is home to brands including Littlewoods, isme and new contact centre, which is due to open in August, will be located at Hodge House on St Mary Street and will be operated by The Listening Company (TLC), which was acquired by Serco in March this year. The company will embark on a major recruitment drive for inbound sales, customer support and administrative staff 31
  32. 32. Ha Ha! Howmuch did youremember? 32
  33. 33. Lets have a break 33
  34. 34. Lets go travelling. 34