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Five Tips for Successful Call Centers

May 21, 1999
Related Topics: HR Services and Administration, Featured Article
Be sure having a call center is part of a broader HR business strategy.
Implementing an HR call center is not a strategy by itself. If your company decides to deliver HR services via a call center, it will cause a fundamental change in the way your HR function will do business. See it as a beginning of a new, broader strategy of how HR delivers service to its customers.

Identify the opportunity.
There are two significant opportunities in establishing a call center. One is to increase the access to and quality of information coming from HR. The second is to lower the overall cost of delivering HR services. When you know how much time you're spending on repetitive issues, the next question is what is the quality of HR's performance in addressing those issues.

Involve the entire HR function.
Successfully implementing an HR call center has the potential to increase the time spent on higher-priority issues. To realize this potential, every part of the organization must share and document its regularly occurring questions, tasks and processes for the call-center staff.

Learn how to market.
When you launch your call center, HR must market the change to your employees. They must be sold on the benefits: immediate response, quick answers and a link to a person when they need it. Imagine the impact of telling your customers they could reach an HR person the first time they call-every time.

Measure Your Impact.
If your goal is to increase the quality and responsiveness of providing information, HR must measure before, during and after the implementation and report the results and lessons to the call-center team.

SOURCE: Russ Campanello, Cambridge-based Nets Inc.

Workforce, April 1997, Vol. 76, No. 4, p. 38.

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