Hi, We are in the process of devising an HR helpline for our organization. I have come up with the following pointers...
- Get a landline number solely dedicated to HR. This will act as the HR helpline number. Employees to call in at this number. A Person dedicated solely to manning calls and attending to employee queries. The person attending to the calls to be well versed with all of the HR Policies and the HR Processes and the nitty gritties of HR.
- The number allocated to be a landline number and/or a mobile number. An email id can also be created where employee can pen down their queries and concerns and mail it to HR and those queries to be resolved within a specific time framework
- HR Helpline to be available to employees during office hours
To ensure employee friendliness, have menu option available when an employee dials a number. For instance for pay roll dial 1, for benefits dial 2, for recruitment dial 3. This way the call can be transferred to those employees who have expertise in the corresponding process. (One Person from each process can be responsible for answering employees queries.)
„³ When employees dial the HR helpline they are to be greeted with a pre-recorded voice or a voice which states that ¡V Good Morning/Hi, Welcome to XYZ HR Helpline¡K.. or XYZ HR Helpline, good morning¡K.
„³ Maintain a database of calls answered , queries put forth and time taken to resolve the query. Send a mail-back to the employee asking for feedback, if the employee was satisfied with the query response, and if the query has been resolved or not.
Is there anything else that can be added or be done differently? Pls do let me know. Thanks. From India, Delhi
Well its an amazing idea and a very good concept to adopt for ne organization...and i feel ur plan is a well thought plan i think there are no flaws . But i have heard tht HR helpline is there for 24/7 also in sum companies.
But i fully appreciate your new concept....
From India, Mumbai
I have worked and launched this type of a helpdesk in my earlier organization. I worked on this for 4 years and was solely in charge of it.
Do you have any purpose for launching this or this would be for all general hr queries?
From United Arab Emirates, Dubai
We run this kind of a services for a very large company in India, It is a multilingual centre having all possible helping initiatives for the employee.
The company has been able to save some money and also add value in the relationship with their employees.
mail me at naveen (at) open mind (dot) in to get more information.
I will soon be putting up a white paper on this topic
From India, Gurgaon
If you are knowledgeable about any fact, resource or experience related to this topic - please add your views.