shared services white paper pdf

8/9/2019 Shared Services White Paper PDF

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HRSharedServices/CallCenterPage1

HowanHRKnowledgebaseIncreasestheEffectivenessof

HRShared

Services/Call

Center

Operations

BarbaraLevin,EnwisenIntroduction

Today,moreandmoreemployersarecreatingHRSharedServices/CallCenteroperations

drivenbytheunderstandingthatHRismosteffectiveinprovidingstrategicvaluewhenit

separatestransactional/administrativeoperationsfromleadershipasabusinesspartner.

ThebenefitsofHRSharedServices/CallCenterorganizationsarewidelyrecognized:

Enhancedaccuracyandconsistencyacrossalllocationsandemployeegroups Improvedemployeeservice Economiesofscale HigherreturnonHRrelatedtechnologyinvestments Reductionoflaborcostsand/orredeploymentofHRgeneraliststomorevalue

addedwork

Thechallenges,however,ofcreatingahighlyeffectiveHRSharedServices/CallCenter

organizationsarealsowidelyrecognized:

Trackingandreportingofcalls,issuesandresponsetime Providingconsistentandaccurateresponses Respondingtoadiverse,decentralizedworkforce Responsetimeandcallresolution CSRrampup Staffingandcallvolume

To

respond

to

these

challenges,

and

create

an

effective,

world

class

HR

Shared

Services/Call

Centerorganization,manyemployersareintegratinganHRKnowledgebaseintotheircall

centerplatform.


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LeveraginganHRKnowledgebase

AnHRKnowledgebasecontainscomprehensiveinformationonanorganizationspolicies,

procedures,benefits,

compensation,services

such

asemployeeassistance

programs,tuition

reimbursementsand

training/development

work/lifeevents,manager

proceduresandmore.Most

important,theinformationis

personalizedandsearchable

by

a

unique

employee

ID,

so

thatwhenaCSRaccessesthe

knowledgebasetorespondto

aspecificemployeeinquiry,

onlytheinformationthatisrelevantto

thatemployeeispresented.

Forexample,letstakeasimplescenario:

AnemployeecallstheHRSharedServices/CallCenterorganizationwithaninquiryonhis/her

maternityhealth

plan

benefits.

Normally,

the

CSR

would

have

to

research

the

employees

particularhealthplanandrelevantcoveragebeforegettingbackwitharesponseoftentaking

hours,orsometimesevendaystoclosetheinquiry.However,whenusinganHR

Knowledgebase,theCSRhasondemandaccesstotheemployeespersonalizedinformation

immediately(seefigure1). Bysearchingonmaternityforthatemployee,theCSRisimmediately

presentedwithhis/herplansandspecificmaternitycoverageoptionsallowingtherepto

respondtotheemployeewithinminutesduringthefirstcall.

WhenintegratedintotheHRSharedServices/CallCenterorganizationsplatform,anHR

Knowledgebase:

ProvidesCSRswithondemandaccesstoanymemberoftheworkforcespersonalizedpolicies,benefits,onboardingformsandmore. Thiscanbebasedon

jobcode,location,bargainingunitand/orotherparametersdefinedbytheemployer

Promotesfirstcallresolutionwithfewerescalationstohigherlevelservicereps Increasescallvolumeproductivityandspeedstimetoanswer

Figure1Sampleviewofapersonalizedsearchforaparticular

employeesmaternitycoverage.CourtesyofEnwisenfromthe

AnswerSourceHRSharedServices/CallCenterapplication


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repscanteachemployeestofishshowingthemhowtofindtheiranswersviathe

portaltoreducecallsovertime

ThingstoConsiderWhenEvaluatinganHRKnowledgebase

ThereareseveralkeyfeaturestoconsiderwhenevaluatinganHRKnowledgebaseforyourHR

SharedServices/CallCenterorganization:

1. Yourresourcestodevelopandmaintaincontent: Ifyouhavealotofpersonalizationstocreateandmaintainforexample,manydifferentstatelawsorbargainingunitsto

complywithandkeepuptodateyoumightconsideraknowledgebasethatisoffered

fromaSoftwareasaService(SaaS)vendor. Thesevendorswillcreateandmaintainthe

dataforyouwithoutstraininglimitedHRandITresources. Additionally,vendorscan

providepre

built

content

such

as

regulatory

guides

and

benefit

plans

to

speed

deployment.

2. IntegrationandSSO:Theknowledgebaseshouldhavetheabilitytointegrate,withasinglesignon(SSO),toanyHRMS,employee/manager/benefitsselfserviceapplication,

ticketing/casemanagementapplicationandportalplatformthatyouhaveinplaceor

plantodeployregardlessifyouusealloftheseapplicationsfromasinglevendororif

youhaveabestofbreedHRMSenvironment.

3. IntegratedDecisionSupport:Someknowledgebasesalsointegratewithdecisionsupporttoolssuchasdynamicbenefitplancomparisonsormedicalcostestimators. These

toolsarevaluabletohelpaCSRprovideinformedinformationtoanemployeetryingto

decide,forexample,betweentwodifferenthealthplanoptionsortoanemployee

operatinginselfservicemodetomakethemostinformeddecisionswhencompleting

transactionssuchasbenefitsenrollmentduringanewhiretourorduringopen

enrollmentperiods.

4. Reporting: AnHRKnowledgebaseshouldcomewithstandardreportingandanalyticsand

also

allow

ad

hoc

reporting

from

data

in

the

system

allowing

call

center

managers

tomeasureresponsetime,callvolumeandmore.

5. IntegratedCaseManagement/CallTracking: AnHRKnowledgebaseshouldhavetheabilitytoseamlesslyintegratewithanycasemanagement/callcenterapplicationyou

deploy. If,however,yoursharedservices/callcenteroperationisspecifictoHR,you


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mightconsideraknowledgebaseintegratedwithanHRspecificcasemanagement/call

trackingsolution.

IntegratedHRSpecificCaseManagement/CallTracking

WhenanHRKnowledgebaseisintegratedwithanHRspecificcasemanagement/calltracking

tool,itallowsaCSRto:

SearchonemployeeswithdirectlookupsfromintegratedHRMSviews PrepopulateHRspecificcallticketswithemployeedatafromtheknowledgebase

and/orHRMS(seefigure3)

Additionally,suchsolutionswilloftenprovidevalueaddedreportingandanalyticsthatare

specifictoHRallowingHRprofessionalsandcallcentermanagerstoanalyzecallsinorderto

spottrendsandtakeactionifnecessary. Forexample,ifthereisasuddenjumpinthenumber

ofinquiries

on

Employee

Assistance

Programs

after

serious

storms

or

fires

in

aparticular

location,itmightshowthatalargenumberofemployeeswereimpacted,helpingtheemployer

todetermineifspecialprogramsorincreasedcommunicationonexistingprogramsmight

benecessary. Anotherexamplemightshowaspikeincallsafteranewbenefitplanisoffered

suchasahighdeductibleplanpromptingtheemployertoimprovecommunicationsand

decisionsupporttoolsfortheplan.

Last,ifsuchanHR

specificcase

management/call

tracking

solution

is

madeavailablevia

theemployee

portal,evenmore

economiesofscale

areachieved. These

solutionswillallow

theemployeeto

first,gotothe

portal/knowledgebase

to

find

their

ownanswer. Iftheydonotfind

whattheyneed,theycanusethe

portaltoopentheirownticketandhavetheinformationautomaticallysubmittedtothecall

centerwiththeinformationthatwasfoundbytheemployeeprepopulated.

Figure3Sampleviewofabilitytoprepopulateacallticketwithadirect

lookupfromtheHRknowledgebase.CourtesyofEnwisenfromthe

AnswerSourceHRSharedServices/CallCenterapplication


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AnHRSharedServices/CallCenterorganizationcanbekeytoanorganizationsgoalsofHR

transformationandleadershipandimprovingemployeeservicewhilereducingcosts. Andan

HRKnowledgebaseintegratedwithanHRspecificcasemanagement/calltrackingtoolcan

bekeytomaximizingtheeffectivenessofyourorganization.

AbouttheAuthor

BarbaraLevinistheseniorvicepresidentofmarketingandcustomercommunityforEnwisen,a

leadingvendorofworkforcecommunicationssolutionsthatincludehosted,SaaSHRShared

Services/CallCenterandHRKnowledgebaseapplications. Shehasmorethan20years

experienceinHRtechnologystrategiesandisafrequentauthorandpublisherintheHCMfield.

[email protected].

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