HR Call Centers are low cost alternatives for providing information to employees about HR issues. Call centers often offer a large variety of services, and may be used as a stand alone function or to compliment other services such as Interactive Voice Response (IVR) systems, employee self service centers, and intranets. When staffed with an appropriately trained team of HR representatives, it can offer many benefits to employers and employees alike. For most HR professionals and managers, the ability to shift daily responsibilities for functions such as recruitment, training, employee benefits, and employee relations issues to other qualified HR representatives, will shift their focus away from administrative tasks and allow more time to address more strategic business and HR planning issues.

In addition, by effectively tracking the types of calls coming into the call center, HR and managers can be better equipped to address many of the issues and concerns raised by employees. Employees benefit by call centers because they are able to get assistance immediately. Call centers tend to provide "one stop shopping" for employees, therefore eliminating potential frustration. It may also result in increased productivity since employees no longer need to waste company time having to call multiple sources to obtain the answers to their questions.
 

Please Note: This material is provided as general information and is not a substitute for legal or other professional advice. Contact the Knowledge Center for more information.

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