Inherited from customer relationship marketing techniques, multichannel management of HR requests poses a puzzle for any business, regardless of size or industry. Yet, it stands as a cornerstone of employee relations, HR service efficiency, and overall employee experience. Explore in this article our analysis and recommendations to ensure your employees receive:
On the organizational side, our advice will assist your managers in:
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HR counter, phone, Live Agent, email, portal, chatbot, SMS, digital workplace: the transformation of companies has seen a proliferation of communication channels available to employees to ask HR questions. Concerned with providing the most engaging work environment possible, organizations often offer several of these channels so that each employee can use their preferred one. This multichannel management allows for consistent and personalized employee experience, thereby improving overall satisfaction and employee experience.
Just as marketing segments its targets and defines its personas, your HR services can learn to know and identify your employees' profiles. To do this, they will need to listen, observe, and understand, with maximum empathy, the needs and expectations. We have observed with our clients that these profiles are determined by several criteria:
A multichannel experience is to be favored in organizations where the workforce is heterogeneous, such as in hospitals - where healthcare and administrative staff intersect - or in industries, sales, or commerce.
If you seek to optimize the employee experience while reducing your operational management costs, you must identify the particularities of each communication channel.
For example, the HR counter allows for direct contact and immediate or fast response, but it is only accessible during your service hours. It also requires organizations to dedicate a specific manager to this reception, who will have to interrupt their ongoing work to respond to the employee. The management costs of such a service will therefore be very high.
Similarly, processing requests made by phone is costly for a company. The manager must interrupt their work to process the request, which they must enter themselves. The company must also organize a service permanence wide enough to respond to the requests of all employees, regardless of their work pace or location.
Conversely, the HR portal or chatbot display low management costs as they allow for asynchronous request management, by priority levels. This advantage is also provided by the email channel. Portals and chatbots also offer employees HR knowledge-sharing tools so that the employee can answer their questions. If their request proves necessary, it is entered by the employee, thereby relieving the workload of managers. However, these solutions seem unsuitable for so-called deskless workers, namely those who do not have a personal computer as their main work tool.
For a good experience at lower costs, we recommend the following organization.
For your deskless staff (frontliners, blue-collar workers, manual laborers), you can choose between:
For your administrative staff, with a personal computer on-site, telecommuting, or on the move, opt for the portal, mobile application, or chatbot. The live channel (Live Agent or Live Chat) is also interesting for receiving requests that require an immediate response.
Among the 6 million employees served worldwide by Neocase, all communication channels are used. For each of them, we have developed or integrated technologies aimed at reducing your management costs.
For example, if your organization wishes to retain the possibility of receiving its HR requests by phone, the CTI functionality allows sharing of employee data in real-time with the manager. Our callbot, soon to be integrated into digital workplaces, will offer an answering service connected to the knowledge base thanks to the Speech-to-Text functionalities enabled by artificial intelligence.
To optimize the management of your email requests, Neocase offers a dual functionality that allows automating 100% of the request, from sending to reception. How? By entrusting its qualification to AI and then its distribution to our intelligent tool which takes into account the field of skills, versatility, levels of mastery, availability, and workload of HR managers.
Finally, the portal channel is optimized by a set of innovations and know-how that favor its adoption. Let's mention a few examples:
➡️ Read more about this topic : Revolutionizing HR Request Management: Neocase's Generative AI Unveiled
In conclusion, multichannel management of employee requests emerges as an inevitable challenge for modern businesses, but it also represents the cornerstone for effective employee-employer relations and a seamless employee experience. By adopting a strategic approach and integrating innovative technological solutions, organizations can ensure swift and reliable processing of requests, strengthen trust between stakeholders, and thus optimize their results while preserving the well-being of their teams.