HM Land Registry Contact Centre Consultancy

A major programme of improvement is required to deliver a consistent and efficient service that meets customers' needs. The ensuing transformation is likely to involve organisational restructuring, work-flow re-design, technology, people and process improvements. HMLR is aware that channel shift will play an important part in its mid- to long-term contact strategy, but the scope of this piece of work is primarily about the 'what?' and 'how?' of improving call handling performance. HMLR is therefore commissioning a...