Workscape Institute

What I often hear from HR leaders is they want to ensure that the needs of their employees are being met, particularly when it comes to matters such as their benefits. This goal is an admirable one, and a distillation of several specific objectives supporting client satisfaction, although these might differ slightly across organizations. While this list is by no means exhaustive, here are a few of the common needs that we have encountered, and some of the approaches we have found successful in delivering on those needs. Here are three things that I’ve found important to companies.

Follow up:

Issues that we’ve encountered:

· Important Questions need Immediate Responses. You never know when you may have an important question regarding you or your family member’s health plan, whether you simply have a question on coverage or if you or a loved one is suddenly in an emergency situation. When it comes to dealing with major life events, you don’t want to deal with the hassle of going through the menu of an automated message system that may or may not be able to help. In these situations, you just want to talk to a real person who can give you an immediate answer. Customers like being able to call one number, get the answer they’re looking for and be done with it..

· The challenges of life extend past 9-5. With work-life issues on the speaking docket at a number of HR conferences these days, it’s not hard to conclude that people are busy! With such hectic schedules, people are often overwhelmed by the number of things they have to do and often feel like they don’t have enough hours in the day to accomplish it all. Full access to phone support 24 hours a day, 7 days a week, helps to lessen people’s concerns by knowing that they can manage their inquiries at whatever time is most convenient, rather than within a narrow sliver of a crowded schedule. Employees can also be reassured that in an event requiring immediate assistance, they can call any day, at any hour and receive the help they need.

· Benefits rules are complicated, and becoming even more so. Particularly during this era of healthcare reform, where shifts in spending account limits, dependent eligibility rules, and tax implications are already in motion (with more changes likely to come), callers are often anxious about making sure they’re doing exactly what is right for their families. They are very interested to know if any changes over the horizon will affect their personal or family benefit options, and want to seek clarification and professional guidance on these complex policy changes in order to make informed decisions.

Employees like feeling that the person they are speaking with not only knows what they’re talking about, but cares about their individual situation. Employees value being treated not as a number, but like a valued customer. Having your questions answered by a friendly, pleasant individual who not only understands the importance of the matters you’re discussing and actually cares can make all the difference in one’s Call Center experience.