{"id":65,"date":"2005-07-26T01:28:00","date_gmt":"2005-07-26T09:28:00","guid":{"rendered":"https:\/\/systematichr.com\/?p=65"},"modified":"2005-12-02T01:38:05","modified_gmt":"2005-12-02T01:38:05","slug":"hr-service-delivery-call-centers-and-outsourcing","status":"publish","type":"post","link":"https:\/\/systematichr.com\/?p=65","title":{"rendered":"HR Service Delivery, Call Centers, and Outsourcing"},"content":{"rendered":"<div style=\"clear:both;\"><\/div>\n<p>So how does an organization actually improve HR service delivery? What is HR Service Delivery? Quite simply it\u2019s the ability and effectiveness with which an employer delivers key services and information to employees, managers, and executives. For an employee, if I want to know if a particular treatment is covered by my medical plan, I might want to call my HR generalist, benefits outsourcer, medical insurance company, benefit specialist, HR call center, employee self service, or plan documents I have in hard copy. The ability of HR to create a cohesive, understandable, and simple environment for me to find the answer to my question is part of the HRSD is. Effective HRSD reduces the confusion that results from the many disciplines and faces of HR.<\/p>\n<p>The 2 big trends in improving HRSD these days is the implementation of call center and outsourcing. We\u2019ve probably talked about outsourcing enough, so I\u2019d like to concentrate on call centers. First off, let me say it\u2019s not for everyone.<\/p>\n<p>Call centers are great for a number of reasons:<br \/>\u2013        Employees have 1 place to go to get answers.<br \/>\u2013        Calls are tracked until resolution<br \/>\u2013        Call center reps are trained to handle difficult situations<br \/>\u2013        Metrics on actual service delivery are easily obtainable.<\/p>\n<p>For those not able to implement a call center on their own, the big 3 consultants (Mercer, Towers Perrin, Wyatt) are all experts at this stuff. If you are comfortable handing it off to an outsourcer, this is also an opportunity.<\/p>\n<p>A fully centralized call center is not for everyone though. If needed, centralized call centers should be supplemented with field deployed generalists who are on-site to provide support. The level of service provided by each can be variable depending on the organizations needs.<\/p>\n<p>I haven\u2019t read <a href=\"http:\/\/www3.best-in-class.com\/bestp\/domrep.nsf\/Content\/F717C5819DB150C785256F860079AEF5%21OpenDocument\">this<\/a> (because I don\u2019t have the budget to pay for it), but keep in mid that when you do anything like creating a call center, outsource, or implement new software, you will not achieve the service delivery enhancements you\u2019re looking for unless you actually consider the redesign of your processes.<\/p>\n<div style=\"clear:both; padding-bottom: 0.25em;\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>So how does an organization actually improve HR service delivery? What is HR Service Delivery? Quite simply it\u2019s the ability and effectiveness with which an employer delivers key services and information to employees, managers, and executives. For an employee, if&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","footnotes":""},"categories":[2,17,11],"tags":[],"class_list":["post-65","post","type-post","status-publish","format-standard","hentry","category-hr-technology","category-hro","category-service-delivery"],"_links":{"self":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/65","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=65"}],"version-history":[{"count":0,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/65\/revisions"}],"wp:attachment":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=65"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=65"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=65"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}