Struggling to Boost HR Helpdesk Usage in a Large Company – Any Creative Promotion Ideas?

Hi all, I am working in a company with over 6,000 employees across India, spread across numerous branches, including remote locations. We recently introduced a new facility for employees called HR Helpdesk. While the launch was successful initially, we have noticed a decline in employee usage despite sending out several communication emails. I would appreciate any creative ideas from all of you to help me in further promoting this initiative.

Please share your ideas!

Thank you

Dear Gitu,

A vague and open-ended conclusion can be that there aren't too many queries or concerns now. However, that's somewhat invalid because if the volume of queries was higher earlier without the help desk, it cannot subside now.

Every initiative needs to be promoted until the point of acceptance. Communication through emails and posters is essential. However, a greater level of promotion is required to create a greater impact. A new system requires a change in habits, which is time-consuming and needs reinforcements initially to be established.

Plan for the Next Three Months

Create a detailed plan for the next three months with Townhalls and focus group meetings. Get all your business leaders to own this promotion. In the first round, get the top leaders to speak to the employees in an open house format or Townhalls. Let the employees hear the top leader talking about it. Let them ask every question related to it.

In 3-4 weeks, arrange for focus group meetings with selected team members who can influence others to act. Send the message across and get them to share why it is helpful.

Identify a SPOC [single point of contact] from each team to anchor the queries initially.

In some months' time, the habits will be formed, and the usage will increase. But you need to actively work for it!

Wish you all the best!

Have you measured the average TAT for each query received on your helpdesk? As employees are not using it, it may be possible that during the initial stage, the helpdesk was not able to resolve queries efficiently. My experience tells me that people like to charter in known territory. Assign different teams/SPOC for each cluster/geographical location and make it known to employees. They can feel more proactive in approaching the helpdesk. I am sure you must have introduced some SOPs/standards for the helpdesk, but make strict guidelines for how to deal with queries.

As you have such a big strength, employees will certainly want to speak to somebody for their admin/HR-related work. In the end, the success of the helpdesk will depend on the efficiency and quality of communication by the employees therein.

Human Resources Help Desk: A Comprehensive Solution

Human Resources Help Desk is the one-stop solution to resolve all HR-related queries and complaints of employees in a simple and intuitive manner by introducing:

-  **Web-based Self-Service Knowledge Management System** - Available 24/7, thus providing convenience to employees with questions.

- ❓ **Frequently Asked Questions (FAQs) Functionality** - Employees first search the HR support section of the website to see if their question was already answered for another employee. If not, they enter the question and await an answer by email.

-  **Improving First-call Resolution** - This is accomplished by ensuring that the HR help desk person receiving the call has the skills needed to solve the problem right away. This improvement minimizes total resolution time, increasing employee satisfaction.

-  **The HR Ticket Process** - Simple and has just the functionality you need to log and track requests to manage employee inquiries. A new ticket can be raised by an HR Agent by completing a web form while on the phone or face to face with an employee, or automatically from an employee sending an email to the HR Team.

-  **Resolution of Queries on Chat**

To have a better connection with employees, add some tag line to HR Helpdesk like "HR Helpdesk... We CARE".

Regards