Context / scope of project :
Global outsourcing service provider’s competitiveness had slumped over time.

	Lack of alignment between Level 1 (call centre) and Level 2 support
	Invested significantly in technology, but had not seen the benefits
	Personnel utilisation rates of around 43%, (but incorrect internal KPIs indicated 80%+)
	No understanding of end-to-end transaction profitability, leading to sub-optimal behaviours where operators escalated enquiries simply to meet their SLA times