HR Call Centre
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 |
Other industries
HR Call Centre FAQs
- What is an HR call centre?
- How long does Ringover take to deploy in a HR company?
- Does Ringover offer out of the box integrations?
- Is it possible to export your call logs?
What is an HR call centre?
An HR call centre provides support on human resources topics to employees. Generally speaking, a human resources call centre is supported by VoIP technology, which provides the business telephony features necessary for an efficient and effective HR call centre. Once supported by a call centre software, an HR call centre can handle queries on topics like benefits and salary, as well as more complex questions. As such, 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.
How long does Ringover take to deploy in a HR company?
Deploying Ringover is relatively easy and fast because you don’t need any additional infrastructure or special technical skills. All you need is a stable Internet connection. To equip your HR department with Ringover, follow these steps:
- Create an online account.
- Request the phone lines.
- Assign the created lines to your employees.
You’ll need to identify the number of telephone lines to be created and those you’d like to keep so you can bring them onto your Ringover account.
The configuration of the solution is very simple and takes only a few minutes. To learn more about how to use Ringover, visit our support pages.
Does Ringover offer out of the box integrations?
Ringover offers out of the box integrations for many different business software, including those already used by HR. Check out our available integrations here.
Is it possible to export your call logs?
With Ringover, you can easily export your call logs. Ringover even offers the ability to apply filters to your logs before exporting them so you only download what’s needed. When it comes to higher or lower performing calls or employees, you’ll be able to export those particular call logs to understand what happened.