Providing accurate and timely support to employees is one of the key engagement metrics for every HR function, but most organizations, despite the investment in an HR helpdesk tool, fail to address or provide timely support to their employees in their time of need.
So, what happens in a typical HR helpdesk process? Only one thing – the employee reaches out to its HR team as soon as he/she has a query or concern. This only increases the burden on the HR team that is already juggling with dozens of tasks with multiple steps and stakeholders.
You may wonder how this could even be possible? With the abundance of tools available in the market to choose from – how can any HR function find itself lost or drowning with employee queries? Well, as straightforward and modern as it sounds, organizations around the globe are still struggling with the basics, and despite the investments and efforts, organizations aren’t able to provide a superior experience to their employees.
Here are the top 5 reasons why your investments and efforts in improving your HR Helpdesk process and system is still letting you down –
Low Percentage of user adoption – Unlike any other HR process, the users/ employees have a great deal of power to drive efficiency and improve the overall HR Helpdesk process. However, according to a recent survey conducted by PWC, 2020 HR Technology Survey: Key Findings, eight out of ten (82%) struggle with adoption challenges. Thus, if you are one of those organizations that still struggles with increasing user adoption, it is time for you to do a quick rain check on your existing HR helpdesk process/ solution.
An interactive and simple user-interface is both the answer to increasing user adoption and a challenge in itself! User Interface is one of the most critical aspects of encouraging employees to leverage the existing HR helpdesk tool. Do not let your company’s investment in a helpdesk tool fall through the cracks due to a poor user interface!
A high degree of agent intervention – When things go awry, your employees do not want to be left stranded or waiting to get a response or a simple acknowledgment. Even in today’s day and age of modern technology, agents find themselves manually allocating, assigning, or even updating the status of each ticket throughout the query lifecycle. The reasons for this could be plenty. Lack of adequate training, agents’ inability to operate a complicated helpdesk tool or a complex process/ workflow defined by your organization. This then leads to a high degree of manual intervention, making the overall process more tedious and compromising the overall employee experience.
Inconsistent process and experience – The digital revolution has led to an increase in demand for a consistent and personalized experience across all channels. If an employee reaching out to you via chat has a different experience than an employee reaching out via email, the overall process of raising queries tend to become a mess. You may be right in thinking that the answer to this problem lies in Bots – chat, email, or voice! Helpdesk bots have garnered a lot of attention and seen a surge in demand and investment by organizations across the globe. Still, like every new system and technology – it fails when it comes to utilization and adoption.
Lack of actionable data insights – Forrester reports that 74% of companies say they want to have strong data processes, but only 29% are actually successful in actioning their analytics. If your team is spending a significant amount of their precious time in creating manual reports or manually analyzing the effectiveness of the channels or time taken to answer a query – chances are you have either invested in a wrong system or aren’t utilizing the tool to its fullest extent. Actionable data goes beyond just pulling out basic data from the system but provides you insights like trends, process improvements, and help improve the employee experience. If you have a system that does none of this, it may be about time to raise the red flag!
Lack of scalability – It is safe to assume that your organization is interested in growing, expanding, and making profits, which means you will need a scalable system. Scalability does not necessarily translate into a number of countries you are present in; it may simply mean being present in a single country/ location and increasing the employee count. Irrespective of the type of growth you are anticipating, it is vital to have a system that helps address the surge in the number of tickets or variations in tickets raised. Without a system that is both scalable and centrally located, you will not be able to support your employees, hampering the overall growth of your business in a scalable, efficient manner.
So, it may be a good idea and time to take a good look at your current process and existing HR helpdesk system to find the area of improvement to make the process less manual and more efficient!