Tier Zero Response and First-Call Resolution

• One-click access to AnswerSource HR Knowledgebase: CSRs access to same knowledgebase as employees helps minimize costly escalation of unresolved issues.
• Portal platform: Employees access AnswerSource HR Knowledgebase through AnswerSource HR Portal — or any other portal in place.
• Optimized searches: Indexing and metatags make searches effective and fast.
• Powerful emulation mode: Enables CSRs to see knowledgebase exactly as caller
  sees it. Promotes first-call resolution, consistency and accuracy.
• Web 2.0 interface: Provides intuitive desktop experience for employees, CSRs and administrators. Presents workflow in a way that analogues to how people work.
• Fast, accurate responses: Improves employee morale and retention.

Case/Ticket Management

• Prepopulation of tickets from HRIS/knowledgebase: Saves on paperwork, eliminates redundant data entry and improves accuracy.
• Ticket escalation: CSRs can assign and escalate tickets to appropriate resolution level.
• Outstanding accuracy and tracking: Mitigates liability due to open, unresolved tickets and inaccurate information. Eliminates risk of losing track of issues or inquiries.
• Document management: Posts and manages multiple HR documents. Files can be attached to tickets by employees, CSRs, and/or administrators.
• CSR workload balancing: Balances workload equitably among CSRs. Increases efficiency of the HR shared service center/HR helpdesk/HR Call Center.
• Knowledge domains: Can filter tickets by knowledge domains. Makes it easier to assign topics to CSRs with specific domains of expertise. Sensitive cases can be restricted to appropriate domain experts.

Reporting and Analytics

• Predefined report templates and ad hoc reporting capabilities: Gives CSRs and administrators the specific information they need when they need it.
• Statistics and reporting: Gives HR staff/system administrators actionable insight into all facets of the case management system to measure KPIs (key performance indicators).
• Configurable dashboards: Gives CSRs direct access to open calls, ticklers, announcements, documents and reports. Provides rich case-load perspectives for CSRs, managers, HR staff and administrators.
• Caller histories viewable by CSRs: Complete historical view of employee current and past communications with the HR Shared Service Center / Helpdesk / Call Center. Minimizes duplication of effort. Eliminates “answer shopping."

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