Case Study: ManpowerGroup boosts remote work and call answer rates with LeadDesk

What was the problem that LeadDesk solved for Manpower

ManpowerGroup, a global leader in human resource management, needed to modernize its Finnish contact centers. Its legacy hardware-based system was costly, hard to customize, prone to outages, and limited remote working, flexible device use, and access to a wider talent pool. The company also wanted more flexible billing, less outsourced IT, and better caller identification to reduce dropped calls.

LeadDesk provided a software-as-a-service contact center platform with VoIP telephony, web-based multi-device agent access, configurable Caller ID, live performance visibility, and customizable reporting. With LeadDesk, ManpowerGroup improved call answer rates by over 20%, reduced service costs, enabled remote work across Finland, and strengthened agent motivation through real-time dashboards. The new setup also helped ManpowerGroup win new business and meet strict SLAs.

ManpowerGroup

Tomi Romo

ICT Service Manager