Achieve a Shared Services Model With the Employee Interaction Center

  • by Vinay Naithani, Managing Consultant, HCL-Axon
  • September 20, 2010
A shared services center can increase efficiency and productivity, reduce costs, and improve communication among the departments of your organization. Find out how the Employee Interaction Center (EIC) can help your shared services model in your organization.
Key Concept
The term shared services refers to the aligning and centralizing of processes and services in an organization. A well-executed shared services model reduces costs and improves quality, efficiency, and productivity. For example, an organization can set up a central shared service center to run payroll for all its employees, whereas multiple teams and systems may have been involved in this process in the past. The Employee Interaction Center (EIC) is part of a shared services model. Employees can contact the EIC for help or support regarding HR-related services.
The Employee Interaction Center (EIC) helps you provide shared services for the employees in your organization. With the EIC, employees can contact their HR support team at any time of the day and in any geographical location via telephone, Web, or email. HR support personnel (also referred to as agents within the scope of the EIC) can log and create an activity and assign it internally. Agents manage the activity by tracking its status and priority and categorizing it before closing it. Upon successful resolution, agents reply to the employee, sending a feedback survey to capture satisfaction levels and address areas of improvement.

Vinay Naithani

Vinay Naithani is currently working with HCL-Axon as a managing consultant. He has more than seven years of experience working in SAP ERP HCM in areas such as payroll, personnel administration, performance appraisal, enterprise compensation management-recruiting and employee interaction center. He has worked on implementations, global rollouts, and support assignments providing consultancy in SAP ERP HCM. He enjoys learning about new areas of technology and the thrill associated with learning something new every day.

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