The eSavvy HR Call Centre Management solution is built on the Microsoft Dynamics CRM platform designed to provide HR Call centres with a Case Management
system to handle and manage employee queries and issues.
The key features and capabilities of the solution include:
- Capture of critical employee data, including demographic data on every interaction (including cost centre, award classification etc);
- Reporting capability identifying emerging trends and issues across divisions to individual cost centres;
- Key mandatory data fields with risk weighting functionality;
- Standardised three tier classification structure for all cases;
- Full file and information sharing among HR staff for effective, timely and transparent case management;
- Comprehensive tracking and reporting on all cases and assigned activities from start to finish;
- Ability to attach files, negating the need to retain hard copy documentation;
- Ability to track and monitor individual and group workloads;
- Creation of a workforce governance knowledge base with related policy frameworks aligned to the case classification structure to ensure consistent corporate governance;
- Comprehensive search functionality on all case records;
- Comprehensive management reports with automated real time updates;
- Full Microsoft Outlook/Exchange integration with email and calendar links with all case activities;
- Project Management tracking and reporting functionality.
Customers who deployed the solution have reported the following key benefits:
- Improvement in people management across their organisation, increasing morale and employee engagement and reducing time spent managing issues as well as turnover;
- Increased cohesion between various services workforce groups;
- An infrastructure which enabled tracking and trending of all people management issues across the organisation, providing full visibility into the organisation’s pulse;
- Significant reduction and reliance on office consumables (such as printer toner and paper) through electronic file and data management, reducing their carbon footprint;
- A noticeable cultural change in people management towards proactive business partnering solution
HR Call Centre Management Solution has not been reviewed by any customers.
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The views and opinions submitted and expressed here are not those of Microsoft.