"The customer is king" is often the slogan organizations tend to propagate among their employees. However, a definite shift in this mindset reverberates among most new-age companies. "The employees behind the customer's success – is the new king"!
Engaged employees are found to have some serious power over the success of the business. Engaged employees have often empowered employees – but organizations often render their employees helpless when handling their queries. Based on Neeyamo's initial assessment of HR query volumes dealt with by its customers, it was found that approximately 60% of the total employee queries received from client employees revolved around questions regarding "leaves" and "payslips." HR executives lose productive hours in responding to such transactional queries. On average, an employee seeks resolutions at least five times a month. Now consider the case of a multinational organization with over 50,000 employees, with its presence in over 50 countries spread across the world – What should an organization do to ensure they empower their employees to help themselves?
Would it be possible to put your employees in the driver's seat to handle their queries rather than placing the onus on HR? After all, the best HR ticket would be a ticket that was never raised!
So how would you go about it?
Query Analysis: Analysing the types of queries consistently will help organizations identify "Frequently Asked Questions" and have them listed in an FAQ section. Depending on the severity of the query, this could provide the HR department with an opportunity to either conduct road shows or campaigns to train employees to resolve the specific type of query.
This knowledge base further acts as a repository for employees to refer to and gain resolution to most Level-1 queries. This also equips HR to create AI-enabled training programs to increase employee experience.
Chatbots: Chatbot is another tool prevalently explored by organizations over the past few years to address most Level-1 queries. The bots are equipped to identify specific keywords or strings of words that would help employees with basic questions such as the availability of an indeed policy of HR etc. The system would further assess and identify if the query is of a higher category and route the request to HR personnel.
User Experience is critical: Sometimes, despite taking the proper steps to equip employees with information, there would be instances where an employee has to turn to the helpdesk to raise a ticket. While an employee helpdesk can be a simple repository of tickets and statuses, providing an individual dashboard with earlier resolutions could become a personal point of reference for the individual. Remember – the intent here is to ensure you do everything possible to equip your employee!
Multi-channel calling assistance: Nothing can beat the possibility of getting an immediate resolution – something that would take away that nagging feeling of your query remaining unresolved. Helpdesk tools have now developed multi-channel call assistance options through Voice and Video on VOIP for rapid and immediate resolution. Employees can also reach out to their HR teams via Chatbots, which can help translate the query and facilitates a faster turnaround in query resolution.
Multi-lingual capability: While dealing with a global workforce – especially in the case of an organization with a Long-tail presence, the HR team should be equipped to handle queries of its employees, irrespective of the language. Traditional HR ideology would have required HR personnel to be made available in the requisite country (with knowledge of the local language) to fulfill this need. However, having the right set of tools can now equip an HR team from the US to handle the queries of its employees in Japan "over a phone call" – Yes, this is possible.
Several organizations use a "Helpdesk Tool" as a simple alternative to handling employee queries via email, telephone, walk-ins, etc. However, an integrated helpdesk to an HR payroll platform will further equip employees with dashboards and modules that make it easy to mark their skill sets, apply for leave, check records that need approval, and perform a whole host of other actions.
A single-point solution to all HR needs with an integrated helpdesk would help employees see the larger picture and consider all alternatives before raising a ticket with HR.
A robust helpdesk tool is a mandate for fast-growing businesses as it combines cutting-edge technology and superior customer experience and aims to maximize ROI. At Neeyamo, we ensure solutions are developed to custom fit the client's requirements as we believe in designing tools based on our customer's requirements.
