Nat the Tank Scores a Try, An A in English, Hannah Keeps Cooking, I’ve Had The Shits, Nook and Nexus 7

Lutterworth College played in a County tournament today and nat played at Number 8 and scored a try. He was mentioned in his schools twiiter feed  …

Lutterworth College ‏@LuttColl

LC 50 Gutlaxton 0 - outstanding performances from Jimmy "dodger" Lee in the backs and Nathaniel 'the tank' Jones in the forwards

29 NovLutterworth College ‏@LuttColl

Well done Y10 Rugby team who go through to the next round of the County Cup after beating Guthlaxton 50 nil! #teamlutterworth

 

In addition he also got an A for his English essay … well done know it’s yopur least favourite subject.

Hannah is becoming, dare I make this sexist comment, the head cook of the household. Now Deb doesn’t get home until 6.30 she has taken over the cooking duties on those days when I’m working and have to get up at six.

I’ve had the shit’s all week and been off work but on a good note Dianne in Florida confirmed today that she has managed to get us 4 Nooks and a nexus and some data cards so hopefully we’ll get those here sometime soon.

link gas service incentive

<a href="http://www.callcentrehelper.com/fsa-highlights-risks-in-financial-incentives-based-on-sales-34169.htm" title="FSA highlights risks in financial incentives based on sales">FSA highlights risks in financial incentives based on sales</a>

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The information contained in or attached to this email is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it. It may contain information which is confidential and/or covered by legal professional or other privilege (or other rules or laws with similar effect in jurisdictions outside England and Wales).

The views expressed in this email are not necessarily the views of Centrica plc, and the company, its directors, officers or employees make no representation or accept any liability for its accuracy or completeness unless expressly stated to the contrary.

British Gas Trading Limited (company no: 03078711) British Gas Services Limited (company no: 3141243) and Centrica Energy (Trading) Limited (company no: 02877397), are all wholly owned subsidiaries of Centrica PLC (company no: 3033654). Each company is registered in England and Wales with a registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

British Gas Services Limited (BGS) and Centrica Energy (Trading) Limited are both authorised and regulated by the Financial Services Authority (FSA registration numbers are 490568 and 232514, respectively). BGS is authorised and regulated by the FSA for insurance mediation services. British Gas Trading Limited is an appointed representative of BGS for insurance mediation services (FSA registration number: 439467).

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Blog

Di’s dog Jolie ... Died Sat morning and she’s injured hand

 

Lost social media/ No Twitter … work Sunday

Overtime only been given for Monday morning 7-9

 

Overtime AM … work Monday am

Deb first full week starts … Monday

Han cooks dinner (well at least the rice)… Monday

Diwali food at work.

Durran  having twins???

I’m on pissed off customer line tonight … Monday.

 

Deb dentist 4 bridges required £700 each … Tuesday

Chatted Di this AM feeling better and she was investigating eReaders and Tablets mentioned Polaroid Tablet which is pretty cheap. Still fancy a nexus 7 especially now lost social networks at work as could tether to phone. Polaroid tablet cheap and reflects this in performance apparently so scratch that one

 

Wednesday

Training cancelled

Planning American trip Deb books a week in New Orleans 2-9 Aug 13

Liasing a bit with Di (painkiller girl) Re: Black Friday hoping for 4 nooks and 2 nexus

Reading reviews of Nexus 7 … seems press agree with me two biggest flaws are no cellular connection and no expandable storage. Without one the other is essential though both would be best. However still kicks arse and I wants one so much “I does Muffa I so Does”

Must plan on making beer tonight as we’re away Saturday ( off to Brum) and rugby Sunday.

Durran brought in really nice cake for birthday and yes his wife is expecting twins.

 

FSA highlights risks in financial incentives based on sales

 

Lloyds TSB, Barclays and British Gas are all in line to scrap incentives based on sales and focus on customer satisfaction following new FSA guidelines.

In September, the Financial Services Authority (FSA) issued new guidelines relating to staff that are incentivised on sales. Their concerns are incentive schemes with high-risk features where advisors can earn significant bonuses and most organisations do not have effective systems in place to control the potential risk of mis-selling arising from these incentives.

This announcement has led to companies such as Lloyds TSB, Barclays and British Gas introducing new schemes that reward good customer service.

Antony Jenkins

Antony Jenkins, Barclays’ new chief executive, said: “We believe that becoming the ‘go-to’ bank is about helping people and businesses get on. Therefore the key to Barclays’ long-term success is the level of service we provide, not how many products we sell.”

Stephen Hester

In October, at a London School of Economics speech, Stephen Hester, RBS said “We have reformed the way we pay our staff so that customer satisfaction and risk control rather than just profit determine whether or not you get a bonus and how big that bonus might be. I take to heart the sentiment that we should pay people to serve well not simply to sell well.”

Measurement based on customer service not on sales

As more companies choose to measure customer satisfaction, Mats Rennstam of Bright UK believes that it is important to avoid the most common mistakes

Most common mistakes:

·                            Measuring at an enterprise level and not at a staff level

·                            No real-time feedback to staff

·                            Surveying too late

·                            Basing analysis on a too small a sample

·                            Customer satisfaction sits within marketing

Many financial services companies overlook the huge impact customer satisfaction (CSAT) measuring has as an operational tool.

The right approach

There are now low-cost ways of measuring CSAT or NPS (Net Promoter Score) in all of banks’ and insurance companies’ channels: telephony, email, web chat, branches, invoices, on their website, etc. This enables you to measure on an individual level, say 20 surveys per month per contact centre advisor, thus creating accountability.

This also enables companies to acquire customer feedback in real-time. For a telephony channel, for example, an automated survey can call back a sample of their customers 10 seconds after the call. The scores given should then be fed back to the staff member who took the call. This real-time 360° feedback creates a self-developing and self-learning organisation.

Measuring on an individual level also helps managers focus their time where it is needed the most. The graph shows a “matrix” feature combining finding correlations between NPS drivers as well as identifying staff driving NPS (or not). If team leaders focus more of their time on staff in the grey circle, they are going to see a significant increase in NPS and customer satisfaction.

Mats Rennstam

Mats Rennstam, Bright UK www.brightindex.co.uk

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20 Nov 2012 - Filed under Call Centre News , Bright UK Ltd

 

_____________________________________________________________________
The information contained in or attached to this email is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it. It may contain information which is confidential and/or covered by legal professional or other privilege (or other rules or laws with similar effect in jurisdictions outside England and Wales).

The views expressed in this email are not necessarily the views of Centrica plc, and the company, its directors, officers or employees make no representation or accept any liability for its accuracy or completeness unless expressly stated to the contrary.

British Gas Trading Limited (company no: 03078711) British Gas Services Limited (company no: 3141243) and Centrica Energy (Trading) Limited (company no: 02877397), are all wholly owned subsidiaries of Centrica PLC (company no: 3033654). Each company is registered in England and Wales with a registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

British Gas Services Limited (BGS) and Centrica Energy (Trading) Limited are both authorised and regulated by the Financial Services Authority (FSA registration numbers are 490568 and 232514, respectively). BGS is authorised and regulated by the FSA for insurance mediation services. British Gas Trading Limited is an appointed representative of BGS for insurance mediation services (FSA registration number: 439467).

Deborah's First day at Brockington College

Well after spending the morning twiddling her thumbs Deb has finally left to start her new job at Nat's former4 and Hannah's current school Brockington College. If we're lucky she'l write something here about it. Last three days she has been on a First Aid refresher course.

Eczema Coming Back … Bugger

The last time I developed eczema here it spread all over my body. Please let’s hope history doesn’t repeat itself.

Vipers U15’s V Old Coventrians

Vipers U15’s put in a spirited performance V Old Coventrians

Vipers U15’s took to the M69 for the second week, this time to play Old Coventrians who had their game with Rugby Lions cancelled yesterday and we stepped in to fulfil the fixture at short notice, we turned up with twelve players due to injuries and other commitments and the home side gave us three players in each half, before the game started I was told that they had Coventry and Worcester academy players in their side so I knew we wouldn’t win but it was about the performance that mattered and I wasn’t disappointed, the boys stuck at the task whereas in the past they would have folded.

The game started and we were soon on the back foot but some great defending kept the home side out and we were making them work hard for any openings but they soon crossed the line and was quickly followed by two more but all three tries were scored wide out and they couldn’t add the extras, Our scrum was holding its own against a very big front row but our technical was standing us in good state and when our front three went low they couldn’t use their weight advantage and we started to dominate the scrum area, but we struggled to get out of our half, but we stuck at it well, but their backs were quick and skilful and started to run our backs ragged, we started to lose our way and conceded a two more try’s and a conversion before the break. To turn round 27-0 down.

The second half started badly as straight from our kick off they returned it with interest and scored under the post’s, we then started a great period of play for us with the forwards taking control and driving the home side back for about 40 meters and when we got held up in the corner and from the resulting 5m scrum Nat picked up from the base and drove to the line to score a well-deserved try with Rory adding the extras with a good kick from about 10m in from the touchline, this started to give us some confidence and we started to put the home team under some pressure and Nat scored his second try and Rory adding the extras with another fine kick, this resulted in the home team to pick their game up and scored two quick try’s and conversions before Jonny forced his way over for our third try and Rory slotting the extras. This seemed to wake the home side up and as we tired they ran in further tries and all were converted. The final score being 69 – 21.

All in all it shows how far we have come from the start of the season, we kept going till the end just a few mistakes here and there but the confidence is coming we just need to start and believe in what we can do and in each other as I said last week we are starting to play as a team and support each other we just need to improve our overall fitness. As the referee said at the end keep the body language positive and we will turn this round and we will start to win more game than we lose just have faith in what we are doing and each other and forget what has happened in the past we are not far off giving the likes of South and Bosworth a run for their money just keep it up and believe

blog Sat 10/11

Fell asleep on sofa finally last night then this morning was woken up 3 times to be told to go to bed. Not sure why as was comfortable and everyone was going out anyway. Eventually Deb and Hannah came home at 1PM to find me still there so woke me again and off I went to bed. Of course doing this meant I was now fully awake and didn’t get back to sleep. As a result I was very ratty and irritable when I got put and the wrong word regarding some money was all it took for the argument to start. Nat walked out and left his meal and everything was uncomfortable. Not happened for a while and I hate when it does but they don’t seem to realise how much I hate going to work and add to that a lack of sleep and the mixture is explosive. It doesn’t help that I never ever have any money and that it seemed like I wasn’t even going to get the money I got for my birthday off of Alf and Doreen.

Got to work in not the best of moods with the world and then asked Hasmukh how his appointment with the Doctor had gone. Scary answer it seems that his immune system may be attacking his thyroid causing muscle damage pain and constant chills. Poor guy is really worried and I can understand why. Fingers and toes crossed that everything will turn out OK.

I think before my contract expires in January I’d best get the N8 into the Nokia repair outlet for some tender loving care. My fully charged phone keeps showing half battery after a little while with negligible usage and tonight shortly after this started it gave low battery warning and switched to power saving mode. Concerned battery fault and in addition it doesn’t appear to be charging at all via the USB socket.

I know I’ve a reasonable memory but sometimes I’m surprised how little others remember. The ladies at work tonight were discussing old TV programmes and it was amazing how little they remembered about who was on them. In the end got tired of calling out names. No sign of Di on WA and Twitter very quiet. Hasmukh just returned my Kindle so when I’m done here I may just get some reading done. May call it a day now at 400 words as I’ve little or nothing else to say.

Deborha Leaves HSBC

 Friday 9 November:  After 25 years Deb finally left HSBC today. Bitter sweet, will miss her friends but was lweaving anyway at Xmas because of the redundancies but now at least she has another job to go to and another chapter begins.

Insert Photos

Birthday Beers: They Arrived Just A Little Late

BEST OF BRITISH BEER

 Today my present from Dianne in Florida arrived and can guess what she sent?

My Birthday

OMG another year has flown by and wharf's to show for it and where did it go. Gotta do more with my time while I’m still healthy and fit enough to do things. Another year and no parachute jump. On the upside I've made a lot of friends on twitter and it was rather nice to receive all those happy birthdays after a certain Floridian spilled the beans and told all and sundry it was my hundredth. At last I have a beer kit and can once more start a hobby that I'm actually good at. It may be only a 20 pint kit but you gotta start somewhere. As per usual my birthday was marred by a cold (why me always) and I felt pretty shit at work last night but the cakes went down well and Jenny and Julie (the sweeties) bought me some beers as a surprise present. The promised present from Di didn’t arrive but we were to discover later that there was an accident in the depot and it hadn’t been dispatched.

Rugby 4th November–Earlsdon v Vipers U15’s

The rain started on the way to the game and didn’t stop until the game had finished – by which time everyone was soaking through.  Within minutes of the game starting  the Vipers scored a try – of course it was on the far side of the pitch and all I could say to Hannah was ‘ is that Nat, is it really Nat running’?  Well it will be pizza again this week for tea cos Nat scored the first try  of the match.

It was a close fought match with two equally matched teams and it was great to see the lads passing the ball along the line to score.  Hope this is the first of many wins.

 

Below is the match report from Pitchero – by Dave Eabry

 

U15's get back to good habits, with their best performance so far, in difficult conditions cold wet and a sodden pitch they got stuck in right from the kick off, and we forced the home side to knock on from the kick off and a good solid first scrum, Nat picking up from the base and rampaging up the blind side shrugging a couple of tacklers away as if they were flies to go under the posts with Sam adding the extras, we then went through a period of play that was the best we have played for a very long time with the ball going through the hands of just about all the players from one side of the pitch to the other, then we started to get sloppy and started to concede a number of penalties, the home side then levelled the match when the broke a couple of tackles and scored under the posts and

Adding the extras, this seemed to jolt Vipers back into action and a typical Sam strike from just over the half way as he ran past every body to score under the post's with Rory adding the extras for us to lead 14 - 7 at half time.

The second half started as the first but this time for the home side as they caught us half asleep at the kick off with the ball bouncing of Ellis's shin and Luke picking it up and giving away a penalty which they ran and scored under the posts and adding the extras to tie the game up at 14 all, Vipers started to take control of the game and some more great handling from the backs and forwards drove the home side back, but the ball was becoming a bar of soap and passing was becoming a lottery with the ball falling short or slipping out of grasping hands, but we kept our focus and started to control the breakdown, Ryan scoring in the corner for his first try of the season, we then had a number of close calls to score further tries but just fell short, and Luke Evans making a try saving tackle on the 22 to deny the home side a 3rd try, we then closed the game out by camping inside the home sides 5m area.

A great game played by two teams who wanted to play rugby in very difficult conditions, and was a credit to both teams, lets take this performance forward into the next few games and build on our confidence, and prove that this was not a one off performance, at last things that we have been working on in training are starting to stick, lets have faith in one another and we will start to but this type of performance in every week.

draft Friday 2 oct

Blog - draft Friday 2 oct

Freezing House

Trip to loo

Shivering

Bad back

Hannah massage

Agony

Sharon Aunty passes

No Di on WA

Reading 1^st sigma force

Set in British Museum wtf

Twitter

Jeff

Eve

Pups

Imaginary Friends Podcast

 

_____________________________________________________________________
The information contained in or attached to this email is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it. It may contain information which is confidential and/or covered by legal professional or other privilege (or other rules or laws with similar effect in jurisdictions outside England and Wales).

The views expressed in this email are not necessarily the views of Centrica plc, and the company, its directors, officers or employees make no representation or accept any liability for its accuracy or completeness unless expressly stated to the contrary.

British Gas Trading Limited (company no: 03078711) British Gas Services Limited (company no: 3141243) and Centrica Energy (Trading) Limited (company no: 02877397), are all wholly owned subsidiaries of Centrica PLC (company no: 3033654). Each company is registered in England and Wales with a registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

British Gas Services Limited (BGS) and Centrica Energy (Trading) Limited are both authorised and regulated by the Financial Services Authority (FSA registration numbers are 490568 and 232514, respectively). BGS is authorised and regulated by the FSA for insurance mediation services. British Gas Trading Limited is an appointed representative of BGS for insurance mediation services (FSA registration number: 439467).

Test

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