Make the Most of Your Employee Interaction Center with SLA Agreements

  • by Chandan Gopalani, Managing Partner, EIC Experts
  • Jarret Pazahanick, Managing Partner, EIC Experts
  • July 17, 2009
SAPexpets/HR
Learn how to create Service Level Agreements (SLAs) within the Employee Interaction Center so you can track the effectiveness of the service center.
Key Concept

Service Level Agreements (SLAs) are predefined agreements between two parties (e.g., the HR Shared Service Group and the customer or employee) for the delivery of HR services. They are used within the Employee Interaction Center (EIC) to monitor and control key performance indicators (KPIs). These KPIs can be used by management to evaluate the quality and performance of the shared service center.

The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to contact center agents and empowers them to capture the details of an interaction with an employee. It is built on the Interaction Center WebClient (IC WebClient) platform.

By configuring Service Level Agreements (SLA) within EIC, companies are able to monitor EIC performance with key performance indicators (KPI) that you define in customizing. You can then report on the performance in SAP NetWeaver Business Warehouse (SAP NetWeaver BW) analytics.

Chandan Gopalani

Chandan Gopalani is a senior SAP HCM technical consultant with over 18 years of experience working on SAP projects across various industries and clients since 1995. He is co-founder of EIC Experts and specializes in Organization Management, Employee Interaction Center (EIC), US Payroll, Enterprise Compensation Management, ESS/MSS, Personnel Administration, Benefits, CATS, Finance, and Sales & Distribution. He is ABAP certified and ASAP certified, as well the author of several HR Expert article. He is currently working as an ECM consultant for a Fortune 50 client.

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Jarret Pazahanick

Jarret Pazahanick is an SAP Mentor, Human Capital Management (HCM) Certified Consultant, and Managing Partner of EIC Experts who has specialized in SAP HCM since 1998. He is a subject matter expert in US Payroll, Employee Interaction Center (EIC), and Enterprise Compensation Management (ECM). Over the past 14 years, Jarret has completed 20 high profile, full life cycle SAP HCM implementations for global Fortune 1000 companies. He is SAP HCM certified and ASAP certified; author for HR Expert, CloudAve, and ASUG News; and a moderator, blogger, and gold-level contributor on the SAP Community Network.

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