How did we help?
We agreed with our client that the entire helpline function would be outsourced to us with additional out of hours cover.
Working with the client, we designed IT based pro formas which were completed by our team to capture the details of each call and enable us to create a periodic report on current HR issues which is provided in graphic form.
Our system provides reporting on issues in real time via a secure Extranet enabling our client to draw down excel based reports for internal use and team meetings. The information provides an overview of where particular issues occur, how often and how they are dealt with. This enables us to work with our client to implement strategies and cost reduction exercises. These include policy development and review and directing training towards the highlighted issues. Through this, we have been able to help our client improve their HR service delivery and achieve uniform responses to recurring issues in a strategic manner.
The immediate costs savings were a direct reduction of personnel costs. The real saving as a result of the strategy was a significant reduction in the number of claims issued against the company (irrespective of merit) to an annual average of up to 4 per year across over 15,000 workers in a volatile industry.