December Newsletter

VOLUME 1, ISSUE 1 C3 News & ViewsDECEMBER 2014 Christmas Edition LOOKING BACK AT 2014 & FORWARD TO 2015INSIDE THIS ISSUE: This year has been a roller- stuck together and there is coaster ride and we have light at the end of the tun-A NOTE FROM SA- 2 had our ups and downs. nel. There are so manyCHA We have welcomed many incentives that we are look- new people and also had to ing to roll out come 2015LOCATION UPDATES 3 say goodbye to more than and we would love to get our fair share of staff . them all out at once but it‟sDEEPER LOOK 6 There has been rapid something we need to get growth in Cape Town, right, so we do ask thatCOMPLIMENTS 7 2014 has been a big year while we have unfortunate- you bear with us. We can for C3. We have seen ly downsized in Navan. however share with youDASH 8 huge growth within the Things are constantly what the plans for 2015 team and many changes changing but we are all are. We have a global tel-ICS 9 which have helped stream- working to a more efficient co system being rolled out line the business with and effective business. through out all sites. This many more changes to One that we can all be system enables us to all be come. proud of. It has been on the same platform and tough at times but we have to easily divert calls whereL&D 10 COLUMBUS INTERNATIONALYOUR VOICE 11 This summer we saw a significant cost early in expand our outdoor mar- the financial year, the in- keting across other princi- pal cities and also to con-NEW STARTERS 12 records for sales growth set vestment is over 12 months sider product expansion, supported by further brand and much of this is due to and the aim is to build the investment. the dedicated work put in brand awareness and drive20 QUESTIONS 13 by Bas and Tony to max- sales growth into 2015 and imise their marketing beyond. This costCUSTOMER SERVICE 14 spend. They secured a sol- would normally id renewal with AIG and be deferred in the this included a marketing accounts but hasHEALTH & WELLBE- 15 contribution for the sum- apparently notING mer. In addition, Colum- been in the fi-HOW TO GUIDE 16 bus have been supported nance numbers to by the Exec with further date hence a sig-COME DINE WITH C3 17 marketing spend to contin- nificant impact in ue the growth of last year. the budget v actu-FUN CORNER 18 We had invested already in als. TV and tube advertising for If we continue to the summer in Milan and see success in lineGALLERY 20 Rome, focussing on the with budget in celebrity endorsement that Italy, ColumbusCRAFT CORNER 24 we have secured until Sum- would be keen to mer 2015. Whilst this was consider how we

C3 NEWS & VIEWS PAGE 2A NOTE FROM SACHA This quote could have been written specifically for us. This year we have had to be highly adaptable. As you all know this year has seen considerable change and challenge. We have integrated teams, restructured teams, cross skilled people, hired new people, lost people and launched a brand new assistance platform, to mention just a few! Despite all of those things we have still managed to Wow any client that has come to see us in any of our sites. The feedback I get when people come in is always hugely posi- tive. They comment on the friendly atmosphere, the open and collaborative approach but most of all they comment on the people. They can sense the commitment and engage-ment.They, like us know, that to deliver the quality of service we need, you have to put people first so thatthey can put customers first.We know that we still have much more to do when it comes to investing in our staff. We need to pro-vide more frequent and better communications. Much of what we do is still very fragmented. Wehave not yet achieved our aim of having all sites under the same branding or all staff on the same in-formation and email platforms. We also know that despite 41,504 hours worth of training being deliv-ered this year within C3, there is much more that we still need to do in supporting staff development.These are all things that we will focus on in the New Year. We will be rolling out a Staff Rewards andRecognition scheme across all sites, we will have a single knowledge platform (Confluence) that willhouse all of our procedure guides as well as provide daily updates, news and information on all teamsand services throughout C3. It will also allow us a means ofgathering real-time feedback and views from all staff on anytopic. This will give greater visibility and focus to the thingsthat are really bothering people and allow us to be more re-sponsive to issues.I would like to just say Thank you to everyone in each locationfor the hard work and effort that they have put in this year. Itis recognised and appreciated.

VOLUME 1, ISSUE 1 PAGE 3CONTINUED FROM PAGE 1 ward in aligning all our business mergers and ensuring accessibility to our agents is once again streamlined andneeded so that we can hit SLA rates more effectively. work is not hindered. 2014 can be looked back on as aThis will be a major step forward in the business and tough year but it just goes to show that when we roll upsomething that will bring us in to line with other global our sleeves we can achieve great things. Here‟s to every-contact centres. We also have a new Knowledge Hub one over the last 12 months who have worked their sockswhich will be launched week commencing 5th January off, and all the while with a smile on their faces. We‟reand will be rolled out to all the teams. We are a pilot constantly evolving so nothing will ever be done, butgroup along with Insurance & Assistance, and will be the here‟s to 2015 being a step in the right direction at bring-first to start using what will eventually become the group ing everyone together.intranet. This system will house the many different plat-forms that house all our policies and processes and justabout the kitchen sink. Again, another positive step for-UK NEWSAt the end of 2013, we saw a tion of the Palma team joining Sheetal Patel, thenumber of teams merge and the fold, having previously been Team Manager forchanges take place. Its been a One Assist. We also saw the Claims, Sales & Ser-learning curve and has been an creation of the corporate team vice Team in the UK,uphill struggle at times but who will provide bespoke ser- updates us on thewe‟ve shown real team spirit vices to a varied book of clients past year for theand we‟ve come out fighting. ranging from the simple busi- team.We‟re approaching 2015 with a ness traveller, to expats livingmore positive, team spirit, and overseas or on long term se- The claims/sales &there is a lot to look forward to. condment. The team also saw service call centre have implemented the transfer of nights over to many changes across the products thatAll our teams have seen growth Palma. We have partnered they service. We set up a Corporatewhich is a positive thing and all with GEM, who are a premium call handling team in Feb to only ser-the new members this year have medical cost containment com- vice the corporate claims clients andbeen a positive, refreshing help. pany. This is the first of a num- this has proven to be a massiveHome & Motor have seen a ber of partnerships which will achievement along with challenges. Allgrowth of 8 new members to enable us to have hands on help agents have successfully been crossedtheir team, who will help assist in specific regions. GEM will trained on different products and goingwith the increase in domestic cover off America. The other forward this will continue in 2015 soassistance calls, as well as the big news for Medical was the we have a full team who can service allLiberty FNOL calls which will release of DASH, which you products. We will stop servicing Morestart in Mid-December. The can read about on Page 8. Than sales from Dec 21st 2014 howeverteam were also trained to handle we still continue to grow and have ex-PruHealth cases so that the med- Fulfilment moved down from panded in terms of agents and haveical assistance team could con- Croydon this year and have just been thriving on recruitment for thecentrate just on assistance work. received a brand new fulfilment past couple of months and aim to be aHome and Motor also trialled machine. This will enable the call centre of 41 agents on the 5th Janusing overseas agents in the team to work more efficiently 2015. Due to the expansion within thesummer, to deal with overseas and ensure that more the claims call centre opportunities have beenmotoring cases and we need to that come in are up to date. made available within the managementexplore options during 2015 team and these have successfully beenbased on experiences this year. filled by our internal staff within the department. We will continue to workOur Medical Assistance team hard as a team to deliver the best re-have also grown with the addi- sults possible. If you would like to contribute to the Newsletter or send feedback, please email: [email protected]

VOLUME 1, ISSUE 1 PAGE 4PALMA NEWS team running from this office.Palma have had a great year, al- There have been births in thebeit a little stressful in places! office too, though not literally! Proud Daddy Eduardo, wel-They have seen their team ex- comed a son on 21st Sept.pand with Javier Castillio joiningthem from Haywards Heath in Palma have also done a numberJuly. of events throughout the year, one being the Macmillan CoffeeThey also welcomed Dr Carlos morning, in which a number of Fuentes- staff baked some lovely goodies Nieto who for the rest of team to enjoy. is a much needed edi- The other big news was the Mima getting into the Christmas spirit. tion to the launch of Dash on 6th Nov. team, with You can read more about this on nights for page 6. the medical assistanceNAVAN NEWSTowards the end of 2013 we launched and private dental care in Ireland, the growth of the business and are con-our new dental insurance product in UK and Australia. This year John had tinuing with the recruitment. Es-Ireland in conjunction with Vhi. This the pleasure of visiting the SECC in ther Martin, an Assessor, visited theinvolved designing and underwriting Glasgow, as a field of play dentist at the UK to work with the Internationalnew products, building a dental Commonwealth games, where he sup- Healthcare team in order to shareclaims handling system and team, ported athletes competing in Boxing, best practice from the two sites andand setting up a dental practice net- Netball, Judo, Wrestling, Weightlifting support the claims processing func-work across the whole of Ireland. To and Gymnastics. Where Northern Ire- tion. This has had a positive impactdate sales have exceeded €7 million in land came home with 11 Medals. all round.written premiums. As part of this pro-ject we recruited some dental special- A number of key accounts have been Also within Navan, we have intro-ists, including our Chief Dental Office renewed by the team which has put us duced a claims phone handlingJohn Haughey. John is a graduate of in good stead for 2015. team to allow the claims processersQueen‟s University, Belfast. He has to operate more efficiently.experience in government dental care We have been expanding the claims team in Ireland also, to support theIN THE SPOT LIGHT accounts in Ireland with the support of his team including one of our largest cli-Tony is Head of Ireland Service Centre Ire- ents Vhi. As well as this one of his lifeland and has over 20 year‟s management achievement was to collect the prestig-experience. In 2006 he moved to Ireland ious award of most improved Gymnasttransferring from the UK office in Haywards 1982 at Downlands School Hassocks.Heath and now manages the Call Centre Quite unexpected if you have seen his 10Functions for claims which includes Travel, year service photo hanging on the stair-Dental and International Healthcare and the well.assistance areas Home, Nurseline and Salesand Services. Tony also manages the key

C3 NEWS & VIEWS PAGE 5CAPE TOWN NEWSCape Town have had a numberof significant changes this yearwith a rapid increase in staffmembers. The building is justabout at maximum capacity with183 people. To ensure that weready for this influx of people,the building had to go under amajor construction project whichwas the addition of anothertraining room and additionaldesk to cater for the increase.These desks were needed for thesuccessful launch of the newHome & Motor team. To findout more about the training thatthe team under went, please seepage 10.This year we also saw the crea-tion of the new ColumbusHousehold team. This team willbe live in 2015 when Columbuslaunch into the household insur-ance market.They also saw the relocation ofJustine Webb to the UK, to cov- er for Becky Kemp while she is to bringing all our contact cen- on Maternity leave. They didn‟t tres in to line. Be sure to keep an manage to get rid of her com- eye out for group branding! pletely though as Justine now heads up both the UK and Cape In other exciting news in Cape Town sites spending 6 weeks in Town, we have installed a new each. UPS system, and as you can see from the picture to your left, Rebranding is underway, in both Sacha and Steve are delight- which Cape Town will be re- ed. named as Collinson Group South Africa. This is a big step “will be renamed as Collinson Group South Africa.”

C3 NEWS & VIEWS PAGE 6

VOLUME 1, ISSUE 1 above them which is nice to PAGE 7 know. COMPLIMENTS people. Once again. Thank Well done to the team in you very much. “We think that our cus- Navan on this glowing re- view. Keep up the amazing Claims, Sales & Service—”Itomers know how to say it work. am writing to inform you ofbest. Here's what some of our the excellent staff who servedcustomer think about us: Sales & Service - ” Thank you me during my upsetting time very much and may I take this of having to make a claim forHome Assistance - “Client opportunity to commend the travel insurance. Jess Go-was extremely happy with the service we have received from thard is an asset to your com-service, she got a prompt re- you. Despite the loss of our pany, very caring and effi-sponse and the call handler holiday from initially taking cient, top employee, also Stu-followed up when needed “ out the insurance to unfortu- art who took the time and nately having to use it our ex- trouble to go and look for myHome Assistance - “The cli- perience with you has been claim envelope.”ent was very pleased with the first class. Unfortunately theway everything was handled holiday cost us a lot of money Well done to everyone, as& it has reassured him that his some of which we have lost without every single one ofchoice to insure with Hiscox and also lost the holiday but you this wouldn‟t be possible.was the right one” your service has been out- standing. Efficient and stressOverseas Motoring Break- free. I really commend youdown - “Warm, positive, ex- and will recommend you totremely helpful and proactiveinteraction with Intana staff,really made for a wonderfulholiday from what was a trag-ic event”And it can be even betterwhen it comes from a clientthemselves!Tony Saunders at Motorwaypassed on his feedback regard-ing the standard of customerservice he, and their custom-ers, receive from the team inNavan. He stated that the lev-el of care and attention givenby call handlers is fantasticand he gets the impressionthat we „genuinely care aboutthe people stuck at the side ofthe road‟, which of course wedo! Given that Tony alsodeals with the AA on a regu-lar basis, he definitely rates us

C3 NEWS & VIEWS PAGE 8DDASH LAUNCH the launch and with great antici- integrating the various systems elivering As- pation and excitement. With used within concerned depart- sistance Ser- some minor glitches at the start ments within Insurance & Assis- vice & Health the launch went smoothly with tance and has been long awaited- DASH- powered by Magenta the first 19 cases logged from our by the project managers. After a Palma base. After a further 14 series of issues now sorted by theOn the 6th of November, the days of running out of Palma, IT department, DASH is run-long awaited addition to the Ma- the team felt reassured to opengenta system went live In Palma. up DASH for assistance use inTeam members from the Hay- Haywards Heath on 19th No-wards Heath office flew down to vember.the launch and with great antici- The system is a further step inThe medical assistance teams have used the additional time wisely in getting to know DASH thoroughly, which has also greatly helped in the switch’.ning as smoothly as envisioned operating model to align claims as high costs. The Magenta sys-in the initial start-up phase. and assistance processes is a key tem is now used by both the trav- enabler. Before the implementa- el claims and medical assistanceCollinson Insurance and Assis- tion, we had been using a num- teams, thereby creating a fullytance aims to be a differentiator ber of systems where administra- integrated, modern platform toin the marketplace, offering com- tors have to make double entries work from, lowering administra-petitive, efficient and robust solu- of data into their specific sys- tion cost, reducing double entrytions in both the B2B market and tems, which in turn lead to time and enhancing customer servicethe retail market. Using a target and system inefficiencies as well levels. Martin Weintz comments‟ I am quite happy that we have now finally launched the systems both in Palma and Haywards Heath. Although it has taken a bit long- er than anticipated, it has also given us a great many lessons for further system integrations. The medical assistance teams have used the additional time wisely The system is a further step in integrating the various systems used within concerned departments

VOLUME 1, ISSUE 1 PAGE 9ICS obtain this service mark we are can say we are apart of this pro- outlining what a stand out com- gramme.The Institute of Customer pany we are. We have signed up for a newService is an independent not for It‟s important for both the cus- membership which is a globalprofit professional membership tomers and the clients to know accreditation, and on the back ofbody. There purpose is to help exactly what we can offer and this we can look at setting up ourorganisations strengthen their we want to shout about it that training academy. This wouldbusiness performance by improv- we offer this standard of service. benefit everyone in progressinging their customers‟ experiences. This isn‟t a legal requirement in their careers.They do this through research and at present we are only 1 of 2and insight, benchmarking and contact centres in the UK thataccreditation programmes, cus-tomer service training and quali-fications. They also provide aplatform for networking andsharing best practice.Their membership includes over400 organisations and over 5,000individuals.They aim to help organisationsharness customer service strategyin order to improve their custom-er‟s experience.As a company, we believe that toThey aim to help organisations harness customer service strategy in order to improve their customer’s experience.In January, we will be callingon all our staff to take part inan anonymous staff survey inwhich you can have your say.You will receive further infocloser to the time , along withan information sheet with fre-quently asked questions. Weask that you all take part sothat we can have true reflec-tion of feelings around thelocations and we will publishthese in due course.

VOLUME 1, ISSUE 1 PAGE 10LEARNING & DEVELOPMENTIn the final couple of months of 2014, our Learning and Development team have been on an absolutely crazyride and the biggest training inter-vention that they have had to pulloff at once for such a big group, 30to be exact. They are so far halfway through it, with the secondphase of training in progress at themoment with a further 19 newstarters. This is coinciding withother training that is happening atthe same time in other locations,such as liberty Ireland training forthe first group and kicking off withDomestic and EU motor nextweek.The course was split up into twomodules this comprised of the fol-lowing; Geography (Module 1)and Motor Assistance (Module 2)which included two assessments.As this was a very big group the in Cape Town. stay here has really been key and Isign off process span over three whole heartedly appreciate it,days, this was to ensure that each It‟s had been a grueling four weeks thank you. Matt Ward thanks fordelegate receives the attention they and we unfortunately lost one del- your assistance with the geogra-needed. In order to achieve this egate prior to signoff, however all phy piece the delegates really tookwe split the group of 35 delegates 30 delegates have successfully a lot away from that. Tony thankinto smaller groups. This method made it and are now live as of you for getting your hands dirtyaided in the management of roll- too, your wealth of knowledgeing out a fair sign off. Monday 1 Decem- around assistance really showed ber 2014. and it really help the delegates toWe caught up with Marc Wil- start thinking about the rightliams, one of our Learning and things. The Cape Town IT teamDevelopment Consultants based thank you for all of your assistance I appreciate your continued sup- I would like to thank the L&D port in helping me with all IT re- team for their sup- lated issues. Thank you to the QA port in assisting me team we had three intense days. I putting the docu- appreciate how you managed ments together. yourselves and got through all the Chanel, Insaaf and sign off calls. Tasneem and team, I Lance, I appreciate appreciate your hands on support all your with whatever I needed. I would help. Thank you like to thank you all for the oppor- Paula for helping tunity, this was a wonderful learn- me make sense of all the material. Vicky your assis- tance during your

C3 NEWS & VIEWS PAGE 11YOUR VOICE (THE RESULTS)In March of this year, you were asked to take part in the first staff engagement survey. An overwhelming 76% of you com- pleted this year‟s survey, which is a great response rate for our first truly global survey. We have seen a signifi- cant amount of work being driven to improve our business culture and to ensure that you feel the group is a great place to work.Under the guidance of HR, 34 explor- We are pleased to say that the results siderable progress this year and,er workshops have been held across were broken down so that we could whilst our journey for improvementthe group since March 2014. These see C3, and how the staff felt across continues, our senior managementworkshops have helped us identify, our 4 locations. These results and team is fully committed to supportingwith you, where we can make the also the results of the explorer ses- these global initiatives. Successfullybiggest difference and drive positive sions are available for you to view developing our culture relies on every-change under the four key themes, on the Knowledge Hub, you will be body playing their part.namely; training and development, able to access this from 5th January.culture and performance, communica-tion and career progression. You will see that we have made con-If you could change one thing about the company, whatwould it be?Contact Centre

C3 NEWS & VIEWS PAGE 12NEW STARTERS Robert Burlong broad range of project and initia- tives. Robert will be joining us as CAPE TOWN Robert Burlong Service Delivery Manager for C3 is welcomed ( Priority Pass already has a Service BHEKI MATIWANE back on Dec Delivery Manager, Ross Kerrigan, MONDE COBA 15th. Many of who is based in Cape Town). His THANDILE JULY you will know role will involve him in all aspects Robert from of C3 service delivery but his ini- CLAYTON PRETORIUS Aria days where tial focus will be on providing a RIEDAH ABRAMS he had been for single point of contact and co- XOLANI ANDREAS a considerable ordination for all of the servicing of number of years Columbus, working closely with the BRIONNE ANDRIANATORS and worked his way up through the established team in Cape Town. He AYAMANGALISA BADLI ranks with a variety of roles from will also provide focus to around TASHREEQ CORNELIUS Travel Claims Manager to Project process improvement on the cus- SHARIDINE DANSTER Manager. He had then gone on to tomer claims journey. He is also GARETH DEMAS join AXA as Global Travel Account fluent in Spanish. NORMAN ERIKSON Manager for Amex , working on a KURT FERGUSON different locations and has worked TARYN FORTUIN Stephen Southern successfully in overseas locations ELENOR GROOTBOOM and this role will be no different as ZOLISWA GWINTA On Dec 8th we he will based in our Cape Town HAYLEY HANNIE welcome Ste- office. Stephen is looking forward CRYSTAL ILSE CUPIDO phen Southern, to getting started and will be spend- SIDWELL JAGGERS our new Travel ing his first month or two getting up SIBULELE JAMES Claims Manag- to speed in the Haywards Heath ABDUL JAWOODIEN er. Stephen office. He will play a key part in the CHANTE LEONARD comes to us continued development of our Trav- ANVER LOUW from AXA el claims operation working very ZEZETHU MAHLEKA Travel Insur- closely with Alex White and Stuart NOMAXABISO MASHIYA ance having Smerdon . MALEHO MATLHOKO spent the last 6 years working across NATALIA MDASHE a number of different roles. His role HLANGA MKHATSHANE has seen him travel to a number of ZONA MLETELWA BABALWA MNGENI THOBANI MNWEBA BRONWYN MOSES LINDIWE MYATHAZA AKHONA NDLOVU RETHABILE NTUMBA NUHAA PETERSEN ANITA PEWA THAMSANQA PIWANA KELLY PORTHEN RUDUWAAN RICHARDS LAWRENCE SCHARNICK NAYDINE SCHEFFERS NEVIELL CARL SHATAR SIMONE SIPHAMLA NOMZAMO SOBEKWA THEODORE CHARLES SWARTZ DARYN LEE UNDERWOOD MEGAN VAN REENEN SIONETTE VAN RENSBURG LUNEL WILLIAMSON MFUNDO WINDVOEL THANDILE YALOLO TAMSAY ZIETA MANUEL ROSE ZIGANA HAYWARDS HEATH ROBERT BURLONG STEPHEN SOUTHERN SARAH CHANEY-BROWNBILL PIERS COBBY JO COLTHERD DARIUS D‟CUNHA SOPHIE GRANT PAUL HEALEY GLADYS LOVELL EMMA WESTERN

C3 NEWS & VIEWS PAGE 1320 QUESTIONS WITH… JAMIE LOWE1. What was your favourite food when you were a Name: Jamie Lowechild?Bangers mash and beans Job Title:2. How much is a pint of Milk? Operations Man-61p? ager - Medical Assistance3. What is one of your favourite quotes? Job Role: Manage the medicalTha can allus tell a yorkshireman but tha can’t tell him operations centres in bothmuch Haywards Heath and Palma .4. What’s your favourite indoor/outdoor activity? Expertise: Medical Assis-Golf tance, evacuations, repatria- tions, case management5. What chore do you absolutely hate doing?Ironing6. What is your favourite form of exercise?Cycling (believe it or not) but for leisure the golf7. What is your favourite time of day/day of the Movie – Frozenweek/month of the year?My Kids birthdays 14. What is one word you would use to describe your- self as a child?8. Which celebrity do you get mistaken for? PetulantPeter Kay gets mistaken for me! 15. How do you think your coworkers see you?9. What did you want to be when you grew up? Approachable but can’t understand a word he says!A train driver 16. What super power would you like to have?10. When you have 30 minutes of free-time, how do flying! Would love to flyyou pass the time?start to annoy the kids! 17. Best perks that you have ever had at a job? the occasional trip to Palma that this role brings alt-11. What would you name the autobiography of your hough it purely work!life?Life is good before 40, but the best is yet to come! 18. Weirdest thing you have ever eaten? dog food12. What songs are included on the soundtrack toyour life? 19. Best and worst invention?Beatles - Get Back, Elvis Presley – Teddy Bear, The Best – The internal combustion engine, Worst – anProclaimers- 500 miles, Marvin Gaye and Tammi Ter- iron/ironing boardrel – you’re all I need to get by (my wedding song justin case the wife reads this, thought best to include it) 20. Who would you call for bail money? everyone!13. What was the last movie, TV show or book thatmade you cry or tear up? Peter Kay gets mistaken for me!

VOLUME 1, ISSUE 1 PAGE 14CUSTOMER SERVICEEveryone has more than likely had at least one memorable customer service experience, whether thatbe good or bad. Each month, we will find some of the best and worst experiences that customers haveencountered around the world.BEST CUSTOMER SERVICES......take advice plained the origins of the name: “I around their stores that give a think renaming tiger bread giraffe humorous nod to Lily’s originalThree-year-old Lily Robinson, bread is a brilliant idea – it looks idea. After all, the customer isconfused by one of Sains- much more like the blotches on a always right!bury’s products called tiger giraffe than the stripes on a tiger,bread, wrote a letter to their doesn’t it? It is called tiger bread Sourced from: http://customer service department. because the first baker who made realbusiness.co.uk/article/26867-The letter exclaimed that the it a loooong time ago thought it 5-great-and-5-bad-examples-of-bread didn’t resemble a tiger looked stripey like a tiger. Maybe customer-service/page:1at all, and in fact looked like a they were a bit silly.”giraffe. Sainsbury's then changed theCustomer support manager name of the bread and put signsChris King responded and ex-

VOLUME 1, ISSUE 1 PAGE 15HEALTH & WELLBEINGFour exercises to do at your your chair, with the chair \"Ideally, you need a chairdesk back on your right. Make sure with a low back to do this ex- that your feet are flat on theAre you among the floor and your knees are in ercise, which helps to stretch 59% of the working line with your hips. Grasp the out your thoracic spine [thepopulation who sit down all sides of the chair back, one mid-back region] into exten-day? You can still keep in hand at each end, and gentlyshape, says Sam Murphy - rotate your torso towards it, sion,\" Clifford says. (You'lland it's easier than you think. pushing the right hand away need a chair with a back of and pulling the left hand inChair twist towards you. Look over your some description, or you'llThis yoga-derived exercise right shoulder and hold the end up on the floor.) Withmobilises and relaxes the posture for 20-30 seconds,spine as well as stimulating breathing freely. Repeat fac- your arms crossed over yourthe digestive system and eas- ing the other way. chest and feet on the floor,ing bloating. Sit sideways on lean against the chair back Spine stretch and allow the mid-back to curl over it, lifting elbows up to the ceiling and allowing your head to follow your neck. Hold for a moment, then re-32% of people spend 10 hours or more sitting down each dayturn to an upright position 32% of people spend 10 hours orand repeat. more sitting down each day - and 50% don't even leave their desks atCore strengtheners lunchtime. \"WhateverYup, you don't need to get you are doing, take regu-down on the floor to work lar breaks,\" says theyour abs. Sit upright on your BCA's Tim Hutchful.chair, with weight evenly \"Never sit in the samespread on both feet. Without position for more thanletting your pelvis tilt or your 40 minutes, less if possi-back slump, lift your right foot ble. When you do take aoff the floor, bringing the break, walk around andthigh towards the torso and stretch a little.\"keeping tummy muscles en-gaged. Pause, then lower and Sourced from: http://repeat with the left leg. Alter- www.theguardian.com/nate for two sets of eight repe- lifeandstyle/2006/titions. sep/23/ healthandwellbe-Get up ing.featuresResearch by the British Chiro-practic Association found that

C3 NEWS & VIEWS PAGE 16HOW TO GUIDEEvery month we will be showing you how to do things to help make your life easier. If there are any burning questions outthere, then please get in touch and we’ll show you how to crack it.This month:HOW TO PLAN AN OUTFITHere is how to plan an outfit fit. Also if your top your makeup matches yourfor any occasion. is flowy, make outfit. Yes, make-up is part of sure the bottoms your outfit. Use darker colors1 Start at the top! Pick are tighter or viceout a shirt or blouse. IF you versa. Make sureare going on a night out you the pants won'tmight choose something for show panty lines.dressy but if you are just goingto school a cute blouse or tee 3 Thenis fine. Make sure the top flat- comes shoes. Pickters your body type. The tops out some that flat-is usually the article of cloth- ter your outfit.ing that can make an outfit. Whether they be heels or flats or2 Next comes pants! De- even sandals. Becide on a pant. It could be a sure that they areskirt or dress pants or your comfortable and that you canfav. jeans. Just make sure they walk in them well. 4 Now it is Ac- cessories. Bracelets, necklaces, rings, chokers, belts and bags. The choices are endless. Choose col- ors that complement your outfit. Just don't pile on too many ac- cessories or be too coordinated. 5 Make sureSourced from: http://www.wikihow.com/Plan-Your-Outfit

VOLUME 1, ISSUE 1 PAGE 17MAINS – INSPIRED FROM PALMA Paella Method into the pan and cover with a lid. Simmer for 5 mins, or un-Ingredients 1. Heat the oil in a large til the prawns are cooked frying pan. Add the onion through and the rice is tender. 1 tbsp olive oil and soften for 5 mins. Stir in Squeeze over the lemon juice, 1 onion, chopped the paprika, thyme and rice, scatter with parsley and serve paprika and dried thyme stir for 1 min, then splash in with extra lemon wedges. 300g paella or risotto rice the Sherry or wine, if using. 3 tbsp dry sherry or white Once it has evaporated, stir Recipe from Good Food maga-wine (optional) in the tomatoes and stock. zine, October 2010 400g can chopped tomatoes Season and cook, uncov-with garlic ered, for about 15 mins, stir- 900ml chicken stock ring now and again until rice 400g bag frozen seafood is almost tender and still sur-mix juice ½ lemon, other half rounded with some liquid.cut into wedges 2. Stir the frozen seafood handful flat-leaf parsley,roughly chopped

C3 NEWS & VIEWS PAGE 18FUN CORNERRiddle me this... SUDOKUPaul's height is sixfeet, he's an assis-tant at a butcher'sshop, and wears size 9 shoes. Whatdoes he weigh?Try to fill in all the empty boxes so that:Each row contains the numbers 1 through 9Each column contains the numbers 1 through 9Each square 3 by 3 box contains the numbers 1 through 9.JOKES spectfully ask for a raise.” “By the way”, asks the boss After a few minutes as Sam is getting up, “whichSam walks into his boss‟s of haggling the three companies are afteroffice. “Sir, I‟ll be straight boss finally agrees to a 5% you?” “The electric compa-with you, I know the econo- raise, and Sam happily gets ny, water company, andmy isn‟t great, but I have up to leave. phone company”, Sam re-over three companies after plied.me, and I would like to re-

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Christmas EditionGALLERY & NEWSAashiq Essop, one of the QA‟s in Cape Town also became Crazy Hat day in Cape Towna father for the second and third times. His wife gave birth Chloe Newman, to twin girls. one of our L&D consultant‟s inCongratulations from everyone in C3! Two beautiful baby the UK, is cur- girls. rently on Mater- nity Leave, and we are please to announce the safe arrival of a beautiful baby girlBecky Kemp, Head of UK, gave birth to a bouncing ba-by boy in September. He came in for his first visit andhe was as good as gold.We had a film crew come in to do a promotionalvideo on the contact centres. They managed to getsome time with Sacha Puffett, Group Customer Ser-vice Director. Have a look on Confluence to see thevideo.

New Daddy, Edwardo, showing the ropes tohis son and introducing him to the team.

But first, let me take a Selfie...



VOLUME 1, ISSUE 1 PAGE 24CRAFT CORNER WARNING: These will become highly addictive to perfect the most aerodynamic plane. Please do not point Health & Safety in our direction for poking someone in the eye!