Keeping the Human Factor in Automated HR Helpdesk

Oct. 17, 2011 - PRLog -- Consider the evolution of terms referring to the traditional HR department.  Initially there was the “Personnel Department”, which simply referenced employees as people.  Next came “Human Resources”, further defining employees, albeit subtly, as business assets.  The current term in vogue is “Human Capital Management”, essentially redefining people as revenue and profit generating business assets.

Unfortunately, though this transition of terms more accurately describes the role of employees in organizations today, it also tends to take the “personal” out of “personnel”.  HR software business solutions have the potential to further reduce the close interaction between employees and HR staff.  Just as interactive voice response systems virtually eliminate the need for customer contact with live support agents, so can automated HR support systems.

Automated HR Helpdesk solutions are designed to minimize direct 1:1 personal contact with HR, which is both good and bad.
• Good – saves money, time, and frees up HR for other tasks.
• Bad – less personal contact with HR, potentially risking employee satisfaction issues.

However, solutions like LBi’s CaseManager include a feature that allows employees to request their case resolution via phone, in person, email, etc., which provides the ability to create cases online but receive a response in person or other preferred level of contact.  CaseManager also includes features that allow cases to be marked confidential and have them routed to specific representatives trained to handle special cases.  Providing the ability to discretely submit a potentially embarrassing case such as a manager dispute or harassment accusation specifically to authorized senior HR personnel, and have the resolution process equally as discrete, truly supports the “Human Factor” in automated systems.  

In organizations lacking an automated Helpdesk system, employees are generally forced to make initial contact with one or more HR representatives whom ultimately may need to escalate their case to senior or properly trained personnel.  This added level of contact risks employee privacy.  Sometimes, just physically walking into the HR office can raise unwanted questions and curiosity among company staff.

In many help desk cases, such as simple PTO requests or tuition reimbursement questions, automated systems will speed responses to the employee, thereby saving valuable HR personnel time.  Less unnecessary burden on the HR staff again supports the “Human Factor”.

The bottom line is the best automated systems provide employees with the greatest personal choice in selecting their preferred method of contact with HR, ultimately increasing employee satisfaction while providing the confidential interaction with HR that they deserve.  From HR’s point of view, valuable administrative staff time is freed up to manage more strategic tasks.  Not only is the “Human Factor” alive and well in the best Automated Helpdesk solutions, it is the primary purpose for deploying such business systems.  Systems such as CaseManager increase employee satisfaction and improve overall HR operations, ultimately driving improved performance within the whole organization.

About CaseManager from LBi Software
CaseManager is a complete, browser-based web application providing a comprehensive software solution for managing and tracking HR, Payroll and Benefits calls and issues.  Join us for one of our CaseManager webinars on November 15th or December 13th.  Visit http://www.lbisoftware.com/events.html for more information.