Service Level Agreements (SLAs) and Your HR HelpDesk

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Service Level Agreements (SLAs) are the means for tracking and managing response times to resolve employee issues that are then measured against corporate commitment times (performance guarantees).

For instance, HR might guarantee a 24-hour (1 day) response to a paycheck or harassment issue, but up to 5 days to process a tuition reimbursement request. In many government regulated industries and unionized organizations, businesses may be required by law or contract to provide response guarantees, while other businesses may offer guarantees simply as a courtesy and for good will.

There is no better tool to manage SLAs than your HR HelpDesk — if you have one. Administrators set up broad case categories and specific subcategories within each category, then assign SLA time periods to each subcategory. From there, the system takes over and automatically tracks SLA performance in detailed reports.

So far, so good. But, how robust is the HelpDesk SLA configuration engine? Are your rules simple or complex? Do you measure SLA periods in hours or days? Do weekends count towards the SLA time? What about holidays or any other special days? Do they count? Are the rules different for different locations or employee classifications?

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What an HR Call Center Can Do for Companies of Any Size

Believe it or not, the benefits of an HR call center are not only limited to enterprise-level organizations. The value of being able to help employees easily access their HR information and get answers to their questions can also benefit small- and medium-sized businesses by reducing stress on HR administrators and producing crucial call-tracking data.

For starters, an HR call center is a valuable HR resource that frees administrators to focus on more demanding tasks. As an HR data system, a call center can provide meaningful information such as the frequency of employee calls regarding specific HR topics and the number of calls needed to resolve cases.

With this kind of HR data, HR leaders in organizations of any size get greater insight into how policies and benefits are being communicated. You can determine where messages and communication to employees need to be improved, and where call center processes could use some tweaking.

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