Best Practices for HR Call Durations in Shared Services: Ensuring Value and Efficiency

Working in Human Resources (HR) can feel like a mission-driven marathon, where every call and interaction carries significant weight. In today's digital age, augmented by the rise of HR shared services, the issue of call duration becomes even more critical. Understanding the acceptable call length in HR calls and adhering to best practices can greatly enhance the efficiency and effectiveness of your team.

Understanding the Role of HR in Shared Services

HR shared services departments are designed to streamline and standardize HR processes across an organization. They offer employees a consistent and efficient service, leveraging technology and methodologies to enhance the overall HR experience. However, the core of the HR shared services role remains the same: to solve problems, add value, and enhance employee satisfaction.

Why Call Length Matters in HR Shared Services

One of the key challenges in HR shared services is managing call durations effectively. While there is no one-size-fits-all solution, it's crucial to recognize that the length of a call is not the primary determinant of the quality of service. Instead, the focus should be on solving problems and adding value to the employee's experience.

Focus on Problem Solving and Value Addition

The essence of an HR call should revolve around problem solving and delivering value. Whether the inquiry is about benefits, work-life balance, or career development, the HR team's goal should be to address the root of the issue and provide actionable solutions. Here are some best practices to ensure that calls are productive and efficient:

Preparation is Key: Before the call, gather all necessary information and prepare potential solutions. This ensures the call is focused and efficient. Clarify Objectives: At the beginning of the call, clearly define what the employee is seeking to achieve. This sets a goal and keeps the call on track. Listen Actively: Empathize with the employee's concerns and actively listen to their needs. This build trust and ensures that the HR team is addressing the core issue. Provide Solutions: Offer concrete, actionable steps that the employee can take to resolve the issue, whether it involves additional training, policy changes, or other resources. Follow Up: Ensure that the employee feels supported after the call. Follow up to check on progress and provide ongoing support.

Case Studies and Real-World Examples

Case Study 1: Employee Benefits Inquiry - An employee called regarding their health insurance plan. By meticulously preparing and gathering all necessary information, the HR representative was able to resolve the issue within 15 minutes. The representative clarified the benefits, provided options, and ensured that the employee understood their new plan. A follow-up call a week later showed that the employee was satisfied with the changes made.

Case Study 2: Work-Life Balance Issues - An HR call lasted for over an hour as the team worked closely with the employee to address work-life balance issues. Despite the longer call, the employee expressed great satisfaction, as the HR team was able to develop a comprehensive plan involving flexible working hours and family-friendly policies.

Conclusion: Balancing Efficiency and Quality in HR Call Durations

While it might be tempting to aim for shorter call durations, the true success of HR call length lies in its ability to solve problems and add value. Long-term, this approach ensures that employees are satisfied, leading to higher productivity, lower turnover rates, and a more positive workplace culture. By focusing on preparation, active listening, and clear communication, HR teams in shared services can achieve both efficiency and quality in their interactions.

Keywords: HR Shared Services, Call Length, Problem Solving