HR Contact Centre Software
An HR call centre manages inbound and outbound calls to provide useful information regarding human resources topics to employees. A human resources call centre has the added benefit of reducing the workload of HR administrators and generating data that can inform HR strategy.
What is a HR call centre?
An HR call centre is a call centre dedicated to providing support regarding human resources to employees. VoIP technology powers human resources call centres, which provide responses and guidance on HR queries on 401Ks, benefits, payroll, and more. Call centres can even address more complex questions by utilising the telephony features included in contact centre software. As a result, HR call centres allow businesses to handle HR questions and concerns efficiently, and leverage data to continuously improve the call centre performance and even the overall HR strategy.
What are the infrastructural needs to set up a HR call centre?
When you use a contact centre solution to set up your human resources call centre, the infrastructural needs are very few. All you’ll need to get your HR call centre up and running is an Internet connection and Internet-connected devices (computer, tablet, smartphone, etc.). Thanks to the cloud and VoIP, you can put your HR call centre together with a simple installation and low investment. Because call centre software are designed for ease of use, they also require little training, and maintenance–the supplier handles updates.
How to optimise your HR call centre for better profits & lower costs
Streamline call management
Human resources is a complex topic, and employees solicit aid for a multitude of reasons. That’s why organising the inbound and outbound call flow is a key advantage of a human resources call centre. VoIP telephony provides many advanced features to make call management more efficient. One important tool is interactive voice response (IVR), which allows callers to navigate a preset options menu independently. As a result, clients access the information or department they need, freeing up time for human resources administrators. HR call centre software also enables call routing, so the HR department can create rules directing calls to specific employees or groups of employees.
Easy omnichannel communication
Employees look for maximum convenience when it comes to communicating with their employer. That’s why it’s a major benefit for employers to have access to multiple communications options to address HR topics–everything from texting, email, to videoconferencing is on the table. Having multiple communication channels increases convenience for employees, improving the overall employee experience.
Follow and understand data
Investing in a HR call centre software is a commitment of time and money, which is why it’s important to track the effects of that investment. With Ringover, all users have access to an intuitive analytics dashboard to monitor their personal metrics. Managers have access to team metrics in addition to the individual ones. With that level of specificity, managers will be able to identify top performers and replicate their best practices across the team. Finally, the dashboard provides quality reporting, so it’s easy to update colleagues on performance.
How to set up your HR call centre correctly?
A HR call centre’s success depends on the strategy for its deployment and maintenance and the resources committed. Before committing to a call centre software provider, a business should examine their current needs, future projections, and goals. If you’re focused on recruiting new employees, or decreasing employee churn, looking to manage outreach to the HR department, or have another goal, you’ll need to take these purposes into account. Once you’ve defined these factors, you’ll understand what you need from an HR call centre software and be able to set it up according to your specifications.
Why use Ringover’s call centre for human resources?
The Ringover Cloud Telephony solution offers several benefits to human resources call centres. Here are some of them:
Mobility
With Ringover you can make calls from any device (IP phone, computer, tablet, smartphone) in large part thanks to the on-the-go mobile app.
Virtual numbers
Offer a choice of area code so you increase trust with employees even if your team is working from a remote call centre.
Advanced tools
Such as call transcription and double listening increase productivity and ease the process of agent training.
Compare Ringover Contact Centre features to other contact centre platforms
| Solution | Price | Features | Ease of Use |
|---|---|---|---|
| Ringover | |||
| Zendesk Talk | |||
| RingCentral | |||
| Freshdesk | |||
| Dialpad |