Multitier Approach
To improve the delivery of services – while reducing the cost – many organizations are implementing a multitier model for HR service delivery.
In a multitier model, Tier 0 is when employees or managers use a portal, integrated with a personalized, searchable HR knowledgebase, to answer their own questions and complete their own transactions. Best-practice KPIs (key performance indicators) indicate that 66% of HR inquiries should be resolvable by the employee or line manager at the Tier 0 level. (In fact, Enwisen™ customers are getting this number as high as 80% and even 90%.)
Issues that cannot be resolved at Tier 0 are escalated to Tier 1 – the HR shared service center or HR helpdesk or call center. CSRs at Tier 1 share the same knowledgebase, enabling them to see the employee’s specific policies, plans and more. Best-practice KPIs indicate that 28% of issues can be resolved at the Tier 1 level.
Only when an issue cannot be resolved at Tier 0 or Tier 1 is it escalated to HR subject matter experts at Tier 2. Best practices indicate that no more than 6% of issues need to be escalated to Tier 2.
Using AnswerSource™ HR Shared Services ...
Employees Can:
- Access the personalized, searchable knowledgebase to get their own answers to HR questions 80-90% of the time.
- Find their answers in two clicks or less. Employees see only the personalized information relevant to them.
- “Ask HR." From anywhere in the portal/knowledgebase, employees can submit tickets that link CSRs directly back to the question source in the knowledgebase.
CSRs Can:
- Get an at-a-glance view of their workload with CSR Dashboard – drilling into My Open Cases, Unassigned Cases, Service Group Cases and Reminders.
- Use categories and subcategories to track tickets.
- Transfer tickets to experts in a specific knowledge domain or to a specific service rep or service group.
- Attach knowledgebase solution links directly to case resolutions so callers can review answers directly from AnswerSource HR Portal / Knowledgebase.
- Set reminders (follow-up ticklers) to stay organized.
- Access real-time HR data from the HRMS system of record.
- Access real-time HR knowledge from AnswerSource HR Knowledgebase in a powerful emulation mode – seeing the information exactly as the employee sees it.
- Work in a user-friendly, multiple-tab online environment.
Administrators Can:
- Get an at-a-glance view of AnswerSource HR Shared Services operations with a powerful Administrator Dashboard.
- View details on all tickets.
- Use built-in analytics to track KPIs and specific service level agreements (SLAs).
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About HR Shared Services
Features & Benefits
Multitier Approach
Solution Modules
