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Testimonial |
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Read a Case Study |
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 Level 3 wanted to bring employees to one HR portal site to access all of the information and transactions needed to complete work/life events. Its existing portal was not personalized or searchable, and therefore not presenting relevant information on-demand. Level 3 also wanted to create an HR call center to provide responses to employee inquiries. A third business driver was the desire to separate HR administration from HR leadership - allowing HR to operate more strategically as a business partner vs. "answering phones." The Solution? AnswerSource Workforce Portal, Shared Services/Call Center and Employee Communications...
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Home | Solutions | HR Shared Services & Case Management |
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Ensure Accuracy and Consistency While Getting Reps Up-to-Speed Fast |
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| AnswerSource HR Shared Services/Call Center is a comprehensive solution combining call tracking software with a personalized, searchable HR knowledgebase – enabling HR Shared Services/Call Center reps to provide fast, accurate and consistent resolution to employee questions and issues. |
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| The Business Case for AnswerSource HR Shared Services |
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| Many HR organizations are creating internal HR Shared Services/Call Center operations as a means of reducing process costs, improving the quality of service to the workforce and separating HR leadership from the day-to-day administration of HR programs and services. But while the advantages are clear – there are challenges, |
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| including getting call reps up-to-speed in a timely manner; employee inquiry response time; accuracy and consistency; and accessing localized policies, benefits eligibilities and more. That’s why many HR Shared Services/Call Centers are deploying AnswerSource HR Shared Services/Call Center – a unique, personalized HR Knowledgebase – integrated with HR-specific case management tools – that can help you: |
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Improve employee morale and retention with fast, accurate responses |
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Minimize costly escalation of unresolved issues with first-call response |
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Speed time to productivity for customer service reps |
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Mitigate liability due to open, unresolved tickets and inaccurate information |
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Provide a common source for tracking all issues |
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Eliminate the risk of losing track of issues or inquiries in the system |
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Balance workload equitably among customer service representatives – increasing efficiency of the department
as a whole |
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Minimize duplication of effort and control employees who go “answer shopping” |
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Provide statistics and reporting on the types of issues and resolutions |
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Key Features and Benefits |
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Facilitates first-call, accurate responses with one-click access to AnswerSource Employee Communications knowledgebase content, caller history and other employer defined information |
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Optimizes searches through indexing and meta-tags |
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Configurable dashboard provides direct access to open calls, ticklers, announcements, documents and reports |
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Pre-populates tickets with employee data from integrated HRM and other employee-related, relevant systems |
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Provides pre-defined report templates along with ad hoc reporting capabilities |
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Allows CSRs to assign and escalate tickets to appropriate resolution level |
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Posts and manages multiple HR documents |
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Software-as-a-Service Means Rapid Deployment and a Low Total Cost of Ownership |
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Flexible via configuration – not customization – meaning a rapid, cost-effective deployment |
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Hosted and maintained by Enwisen’s world-class customer service organization |
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Highly scalable, available and accessible |
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Integrates data from any Applicant Tracking, Recruitment, HCM, Performance Management, Compensation Management, Payroll, Benefits and/or 401(k) provider |
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World-class security with the highest standards for disaster recovery and protection of sensitive HR data |
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Part of the AnswerSource Workforce Portal |
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| Enwisen delivers technology that helps employers leverage the web to communicate with its workforce. Our AnswerSource Workforce Portal – a suite of on-demand, personalized and searchable communications applications – engages new hires with a personalized onboarding experience, promotes informed benefits consumerism and improves employee service and communication via more effective self-service, employee portals and shared services environments. |
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| AnswerSource is rapidly deployed, and fully hosted and maintained by Enwisen – allowing employers to dramatically improve the employee experience by making “must do” workforce communications – for all phases of the employee life cycle – more effective, more strategic and less costly. |
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| AnswerSource has produced measurable ROI for hundreds of customers – like Yahoo!, Memorial Health Care, State of Montana, Alegent Health, Nissan North America, Hershey Entertainment & Resorts, W.L. Gore & Associates, Level 3 Communications, Hannaford Bros. Cos., Masco and MasterBrand. |
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