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Transforming an HR service centre - Quo-Change

Transforming an HR service centre

Video case study

Quo-Change worked with the People Services team at Serco to shift focus onto customers. Using our 4D intervention model, we redesigned the workflow to ensure that customer queries were dealt with at the first point of contact, and HR professionals had the resources to do their jobs to the very best of their abilities. The effect on customer service, and on the working lives of individuals within Serco, are clear to see in this video.


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