IBM HR Contact Centre Application will help the BPO delivery teams to derive volumetric data needed to improve their overall delivery. They will get Improved data insights on HR ticket allocations and consistency in ownership, improve knowledge management, have a digitally managed process, improved data quality enables better decision making, better visibility on the work effort which is related to volumes also helps in the planning of resources /overtime/allocation. These improvements collectively enable more accurate reporting around this process and its performance, help avoid SLA penalties, and reduce overtime.
This is where IBM and Celonis Combine their Strengths:
Improved ticket allocations and consistency in ownership.
Improved Knowledge management.
More digitally managed process.
Avoid human error.
Better data quality and better decisions/confidence.
Better grasp/visibility on the work effort which is related to volumes.
HR Dashboard is a one stop place to see the Parent and Child cases ratio, the HR case status & category distribution , trend of average processing time for cases per month, summary of cases handled by agents and by agent groups.
Case Resolution shows the cases resolved with 5 to 20 days range. The monthly case distribution trends.
Tracks the Case ageing trend.
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