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Home | Customers
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Creating a World-Class HR Shared Services/Call Center Organization at
Level 3 Communications |
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| Case Study from an HR.com Webinar March 27, 2008 |
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About Level 3 Communications |
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 Level (3) (Nasdaq: LVLT) is an international communications company headquartered in Broomfield, Colorado. The company operates one of the largest communications and Internet backbones in the world. Since its founding in 1998, Level 3 has been focused on delivering premier services over one of the world's most advanced, IP-optimized networks. Level 3 owns and maintains over 50,000 intercity route miles. It offers a comprehensive portfolio of network offerings that spans Internet Protocol (IP) services, broadband transport, colocation services, and patented Softswitch-based managed modem and voice services. Level 3 also uses these network services as a foundation for delivering enterprise telecommunications solutions. |
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The Business Need |
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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.” |
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The Solution – AnswerSource Workforce Portal, Shared Services/Call Center and Employee Communications |
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Level 3 chose AnswerSource because: |
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It offers an integrated call center and knowledgebase |
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Enwisen is a preferred Oracle communications partner |
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The knowledgebase is both personalized and searchable |
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The knowledgebase integrates with Level 3’s Oracle employee and benefits self-service |
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The knowledgebase serves as the foundation of the new portal |
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The portal and call center projects kicked off simultaneously in March of 2007, and both went live in September of the same year. |
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The Results |
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| Because employees are using now using the portal – which is easily searched for personalized information to find timely, relevant answers to their inquiries – Level 3’s call center is able to provide excellent service with only six customer service representatives – a 1/1000 CSR-to-employee ratio – significantly higher than the average ratio established by the Corporate Leadership Council for HR, which recommends 1/500. The portal is getting 10,000 hits per month, while the call center is handling 2,000 inquiries monthly. Call center stats have exceeded expectations: |
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The average response time is 2.3 hours |
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Average speed-to-answer is 13.5 seconds |
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Employees rate response accuracy at 97% |
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Employees rate response accuracy at 97% |
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98% of employees say their response is timely |
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The percentage of inquiries resolved during the first call is 93% |
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Only 3% of call center users say improvement is needed |
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And the Employees Say it Best... |
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Real quotes from call center users: |
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“Response received in 3 minutes, wow! :)” |
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“The Contact Center rep very pleasant to deal with and exemplifies outstanding support on behalf our HR team.” |
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“I appreciate having access to this line and immediate answers to my questions. Good job.” |
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“It’s always a pleasure talking to MYHR Staff! They are very knowledgeable!” |
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“Outstanding job... needs were met and exceeded in a timely and professional manner.” |
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For More Information: |
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www.enwisen.com
(800) 685-5578x240 |
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