Embed Size (px)
DESCRIPTION
See how an automated HR Help Desk can free up critical HR resources for more strategic projects while improving the response rate and accuracy of information sent back to employees in each response. You will see how current web technologies can be employed in conjunction with case management software to log, track and facilitate the resolution of employee queries while building a knowledgebase to act as a repository of information to use with future queries.
Citation preview
www.LBiSoftware.com
Automated HR Help Desk for Improved Employee Response
Empowering Employees – Improving
Operations
Al BurroughsScott Tiedemann
LBi Software December 1, 2010
www.LBiSoftware.com
Agenda Welcome & Introductions Traditional HR Methods Automated Help Desk Goals Benefits Features
Demonstration Q/A
www.LBiSoftware.com
LBi Software
Over 20 years Human Capital Management Focus
Experience with Packaged Software SolutionsOraclePeopleSoft JD Edwards
Active Participant in Quest & RUG Events Team culture – average tenure is 9 years Platform independent Process oriented
www.LBiSoftware.com
LBi Bolt-On Solutions
Automated HCM Help Desk
Time and Attendance
Benefit Enrollment – Web and IVR
Employee Portal
Automated HCM Help Desk
Time and Attendance
Benefit Enrollment – Web and IVR
Employee Portal
www.LBiSoftware.com
Traditional ApproachNo Help Desk
Questions go to specialists No tracking Slow resolution of issues Inconsistent application of policies Poor Security & Oversight Ineffective use of HR staff and resources
www.LBiSoftware.com
Basic HR Help Desk
Advantages Focuses calls into the proper HR staff Reduces drop-ins Improves consistency of answers Reduces resolution times Improves employee satisfaction
Drawbacks Requires trained HR staff May not track case histories Difficult to report/analyze activities
www.LBiSoftware.com
Call Center Cost Breakdown
0% 10% 20% 30% 40% 50% 60% 70%
Salary Benefits
Recruiting, Screening
Telecom Network
Telecom Equipment
Computer Software
Computer Hardware
Real Estate
Outsourced Calls
Cost per Call can range from under $10.00 to as high as $24.00 *From 2009 Service & Support Metric Survey - Supportndustry.com
www.LBiSoftware.com
Support Sessions Cost by Type
From 2009 Service & Support Metric Survey - Supportndustry.com
Telephone - Approximately $10.00 to $24.00 E-mail - Under $10.00 Self-Service - Virtually free
www.LBiSoftware.com
Automated HR Help Desk
Browser-based HR call tracking product Includes Employee Access Portal
Delivers intelligent workflow to the help desk
Knowledgebase repository built on activityFull integration to HR systems:
IVR and CTI integration Email integration Single sign on capable
Reporting and statistical analysis
www.LBiSoftware.com
Automated HR Help Desk Goals
Reduce calls into HR Enable employee to find answers Increase first call resolution rate Increase CSR efficiencies
Knowledgebase Employee data Transaction history
www.LBiSoftware.com
Automated Help DeskEmployee Access Portal
Employee Self ServiceEliminates calls to Help DeskEmpowers Employee24/7 AvailabilityAccessible from anywhere
www.LBiSoftware.com
Automated Help DeskKnowledgebase
New queries activate knowledgebase updatesKnowledgebase catalogs:
Employee Query
HR Resolutions
Supporting Policies
Full management review and approval assured prior to adding to the list of common questions
www.LBiSoftware.com
Automated Help DeskWorkflow
Easily enter new cases Track previous casesAutomatically:
Assigns case to HR specialistEscalates unresolved casesAlerts managers of problem cases
www.LBiSoftware.com
Automated Help Desk Benefits
Increases first-call resolution Reduces average call length
automates ticket population streamlines routine tasks
Enhances employee satisfaction Speeds problem resolution provides consistent & fast answers
24 x7 self-service Web portal access
www.LBiSoftware.com
Automated Help DeskReporting
Full reporting on HR performance
Tools to improve performance
IDs high call volumes periods
Highlights common workforce issues
Improves FAQ's and Knowledgebase
www.LBiSoftware.com
Automated Help DeskTechnology
Integrates directly to existing ERP/HR systemSupports all major databasesNetwork & Browser independentCan be internal implementation or hosted Integrates with existing dashboard or portal
www.LBiSoftware.com
Automated Help DeskCalculating ROI
Calculate cost of: Staff Infrastructure
Compare current cost to projected cost of Help Desk
Calculate break even point
www.LBiSoftware.com
Automated HR Help Desk ROI
www.LBiSoftware.com
Demonstration of CaseManager
Employee access portalCSR workflow Improving the knowledgebase on the fly
www.LBiSoftware.com
Thank you!
LBi Software Engineering516-921-1500
For more information go to www.lbisoftware.com
![[Webinar] 3 Key Ways Service Desk Automation Can Support DevOps](https://img.pdfslide.net/doc/110x75/587ada721a28ab542b8b5141/webinar-3-key-ways-service-desk-automation-can-support-devops.jpg)
