Workforce Optimisation Performance Review

B2B Telecommunications Contact Centre

The HR Landscape was engaged to undertake a workforce optimisation review of existing processes and provide recommendations to improve the performance of the contact centre in order to meet the contractual obligations with a leading telecommunications supplier.

The workforce optimisation performance review was undertaken to measure the level of employee output measures on the conversion of B2B sales. This consultancy included a diagnostic and blue print of suggested improvements. Subsequently, we were invited to undertake a further review and assessment of a complete outsourced model of their contact centre.