--- title: 5 Basic HR Service Delivery Metrics You Can’t Ignore description: An HR Service Center must measure performance to improve. While there are a lot of HR Service Delivery metrics that can be measured, the basics matter most. image: https://blog.neocasesoftware.com/hubfs/iStock-923752568.jpg --- [![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png) ![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png)](https://www.neocasesoftware.com) - Product - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/file-text-icon.svg)Solutions](https://www.neocasesoftware.com/hr-solutions/) - [Neocase HR](https://www.neocasesoftware.com/hr-solutions/neocase-hr-solution) - [Neocase HR Ready](https://www.neocasesoftware.com/hr-solutions/neocase-hr-ready-solution) - [Neocase Employee Journey](https://www.neocasesoftware.com/hr-solutions/neocase-employee-journey) - [Neocase Employee Relations](https://www.neocasesoftware.com/hr-solutions/neocase-employee-relations) - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/grid-icon.svg)Modules](https://www.neocasesoftware.com/hris-modules) - 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[![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/at-sign-icon.svg)Neocase by sopra HR](https://www.neocasesoftware.com/about-neocase) - [![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/users-icon.svg)Partners](https://www.neocasesoftware.com/our-partners) - [Support](https://onlinesupport.neocasesoftware.com/) Loading... × ## Book a demo now ## And see it in action Your details are 100% safe - ### We will endeavor to get back to you within 24 hours and will schedule a demo based on availability - ### The demo will be provided remotely to you and will last approximately 60 minutes × ###### [HR Service Delivery](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) # 5 Basic HR Service Delivery Metrics You Can’t Ignore Posted on [September 10, 2017](https://blog.neocasesoftware.com/5-basic-hr-service-delivery-metrics) by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) [Home](https://www.neocasesoftware.com/) > [Neocase Blog](https://blog.neocasesoftware.com/5-basic-hr-service-delivery-metrics) > **5 Basic HR Service Delivery Metrics You Can’t Ignore** ***“If you can’t measure it, you can’t improve it.”***   There’s a trove of business wisdom in Peter Drucker’s 39 books, but that quote is widely considered one of the most [important](http://www.growthink.com/content/two-most-important-quotes-business) in business.   There are [plenty of metric](http://www.insightsquared.com/2015/06/customer-service-metrics/)s that an HR Service Center *can* track.  But which ones *should* you track?  When in doubt, focus on the basics for HR Service Delivery Metrics :   1. Tier Zero Resolution 2. Employee Satisfaction 3. First Contact Resolution 4. First Team Resolution 5. SLA Achievement   Let’s look at each, and why they matter.     ## **Tier Zero Resolution** Tier Zero Resolution (TZR) is the percentage of inquiries that are answered in Self-service, using the knowledge base.  Every question answered through self-service is a question that doesn’t have to be answered by HR.  It measures efficiency.   TZR is more important now than before.  That’s because Millennials -  the fasted-growing segment of the work force – [prefer self-service](https://www.neocasesoftware.com/blog/millennials-gift-hr-shared-services/).  This means that when they can get it done themselves, they’re happier.  And happier employees boost the [bottom line](https://www.forbes.com/sites/meghanbiro/2014/01/19/happy-employees-hefty-profits/#75b463c221a8).   Speaking of happiness…   ## **Employee Satisfaction** Back in the day, HR Shared Services was all about cost reduction.  Employee Satisfaction was a cherry on the cake, but most CFO’s didn't require the cherry.   But that was then.   With today’s value on engaged and happy employees, it’s no longer enough to control costs. The conversation and focus have shifted to the customer, so it’s critical to actively manage employee satisfaction. And managing it begins with measuring it.   ## **First Contact Resolution** First Contact Resolution (FCR), aka “First Call Resolution,” is as old as the hills in the service center. But it means as much now as it did back when the telephone was the only way to reach the service center.   FCR is the percentage of requests that are resolved on the first “touch” by an agent.  A high FCR rate means you’re efficient.  Each time an agent must go back to the same issue, the cost to resolve that issue increases.  A high FCR rare means productivity is high, and costs are low.   But FCR also means a lot to the employee.  If they don't have to wait for a callback to have their problem solved, they're happier.   ## **First Team Resolution** First Team Resolution (FTR) is like a consolation prize if you miss FCR.  While you didn’t solve the case on the first touch, at least you didn’t have to escalate it.  You finished the job you started (with a little help from your friends).   Some escalations are unavoidable.  But a high percentage of escalations may indicate inadequate knowledge or skills among the receiving team, or poorly-design case routing.   In the case of low skills, agent training may be in order. But if a high volume of complex queries is landing in the laps of Tier 1 Agents, it may be time to reconfigure your routing rules.  Most case management systems can automatically identify challenging requests, and route them directly to Subject Matter Experts.   ## **SLA Achievement** No discussion of Service Center metrics is complete without SLA (Service Level Agreement) Achievement, right?   The [SLA](http://ssc.jhmi.edu/hr_payroll/DataFiles_HR_Payroll/sla_hrpr.pdf) is essentially the Service Center’s commitment to the business.  SLA Achievement rate is the percentage of requests and transactions that the HR Service Center resolved within the agreed-upon timeframe.   High SLA compliance indicates that the Service Center is doing what it said it will do, in agreement with the business.  SLA Achievement is a measure of credibility.  And credibility earns trust.   ## **In Summary** Today’s HR Service Centers can measure a performance points.  But creating a foundation for success requires measuring and managing the basics.  These include Tier Zero Resolution, Employee Satisfaction, First Contact Resolution, First Team Resolution and SLA Achievement.   ***Success is about focusing on the basics, and getting them right.*** ![HR Service Delivery Metrics Dashboard](https://static.hsstatic.net/BlogImporterAssetsUI/ex/missing-image.png)   Share this post ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) ##### Jim Watson Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience! ### CATEGORIES - [HR Service Delivery (231)](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) - [Press (34)](https://blog.neocasesoftware.com/tag/press) - [Experience collaborateur (33)](https://blog.neocasesoftware.com/tag/experience-collaborateur) - [Case Management (31)](https://blog.neocasesoftware.com/tag/case-management) - [Self-Service Portal (29)](https://blog.neocasesoftware.com/tag/self-service-portal) - [Product (26)](https://blog.neocasesoftware.com/tag/product) - [Employee Experience (22)](https://blog.neocasesoftware.com/tag/employee-experience) - [Knowledge Base (22)](https://blog.neocasesoftware.com/tag/knowledge-base) - [Best Practices (21)](https://blog.neocasesoftware.com/tag/best-practices) - [Business Process Automation (20)](https://blog.neocasesoftware.com/tag/business-process-automation-posts) - [Digital transformation (15)](https://blog.neocasesoftware.com/tag/digital-transformation) - [Feature (14)](https://blog.neocasesoftware.com/tag/feature) - [Artificial Intelligence (13)](https://blog.neocasesoftware.com/tag/artificial-intelligence) - [Future of HR (13)](https://blog.neocasesoftware.com/tag/future-of-hr) - [Fosway (11)](https://blog.neocasesoftware.com/tag/fosway) - [Partner (11)](https://blog.neocasesoftware.com/tag/partner) - [Employee Journey (10)](https://blog.neocasesoftware.com/tag/employee-journey) - [Employee Relations (10)](https://blog.neocasesoftware.com/tag/employee-relations) - [Events (10)](https://blog.neocasesoftware.com/tag/events) - [COVID-19 (8)](https://blog.neocasesoftware.com/tag/covid-19) - [Employee Document Management (8)](https://blog.neocasesoftware.com/tag/employee-document-management) - [Customers (7)](https://blog.neocasesoftware.com/tag/customers) - [Onboarding (7)](https://blog.neocasesoftware.com/tag/onboarding) - [Neocase HR (6)](https://blog.neocasesoftware.com/tag/neocase-hr) - [EDM (5)](https://blog.neocasesoftware.com/tag/edm) - [Chatbot (4)](https://blog.neocasesoftware.com/tag/chatbot) - [Data Confidentiality (4)](https://blog.neocasesoftware.com/tag/data-confidentiality) - [Manufacturing (4)](https://blog.neocasesoftware.com/tag/manufacturing) - [Analytics (3)](https://blog.neocasesoftware.com/tag/analytics) - [ERM (2)](https://blog.neocasesoftware.com/tag/erm) - [Monthly Updates (2)](https://blog.neocasesoftware.com/tag/monthly-updates) - [News (2)](https://blog.neocasesoftware.com/tag/news) - [Reporting (2)](https://blog.neocasesoftware.com/tag/reporting) - [Webinar (2)](https://blog.neocasesoftware.com/tag/webinar) - [offboarding (2)](https://blog.neocasesoftware.com/tag/offboarding) - [Gartner (1)](https://blog.neocasesoftware.com/tag/gartner) - [Health and Safety at work (1)](https://blog.neocasesoftware.com/tag/health-and-safety-at-work) - [Professional Services (1)](https://blog.neocasesoftware.com/tag/professional-services) - [Quality of work (1)](https://blog.neocasesoftware.com/tag/quality-of-work) - [Shared Cervice Center (1)](https://blog.neocasesoftware.com/tag/shared-cervice-center) - [Success Story (1)](https://blog.neocasesoftware.com/tag/success-story) - [What is..? (1)](https://blog.neocasesoftware.com/tag/what-is) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector) See all ## See the Power of [HR Service Delivery](https://info.neocasesoftware.com/book-demo?hsLang=en) [Book a demo now](https://info.neocasesoftware.com/book-demo?hsLang=en) Blog articles you don’t want to miss directly in your inbox What is Neocase and how does it help HR teams? Neocase is a cloud-based HR service delivery platform that automates HR processes, improves employee experience, and optimizes shared service center operations. It helps HR teams reduce manual tasks, increase efficiency, and deliver faster, more personalized services. What are the main features of Neocase HR solutions? Neocase offers a wide range of features, including: - **Case Management** for handling employee requests efficiently - **Knowledge Base** for self-service and quick answers - **Document Management** for secure storage and compliance - **Employee Self-Service Portals** for easy access to HR services - **AI-powered Automation** to streamline workflows and reduce response times - **Reports and Analytics** to monitor HR performance and manage key indicators. Can Neocase integrate with existing HR systems like SAP SuccessFactors or Workday? Yes. Neocase integrates seamlessly with leading HRIS platforms such as SAP SuccessFactors, Workday, and others. These integrations ensure smooth data exchange and process continuity without disrupting your existing HR ecosystem. How does Neocase ensure data security and compliance? Neocase is ISO 27001 certified and fully GDPR compliant. The platform uses secure cloud architecture, encryption, and strict access controls to protect sensitive HR data and maintain compliance with global regulations. Is Neocase suitable for global organizations and multi-language environments? Absolutely. Neocase supports multi-country deployments, multiple languages, and localization features, making it ideal for global organizations with diverse workforces. How can I request a demo or learn more about pricing? 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