Large corporations commonly realize tangible operational improvements utilizing a cohesive absence management strategy. A few of the notable benefits include cost reduction, improved employee communication, and increased productivity. But large corporations aren’t the only organizations that silo their absence management, disability programs, and other human resource tasks. Whether you’re an organization of 100 employees or 10,000, separating HR functions can lead to:
- Duplicate forms required to satisfy regulatory requirements (more work)
- Inefficiencies in returning employees to work after their leave expired (wasted labor)
- HR staff struggling to track all the different types of leave (wasted time, increased risk)
These inefficiencies also lead to drop in their revenue. Numerous organizations have merged their absence reporting and absence management with disability management in order to coordinate claims tracking, integrate lost time data, and implement best practices across all HR operations. The result:
- A reduction in overall costs
- An understanding of employee leave and absence drivers
- A company-wide increase in productivity
Another step in this integration process was to establish a centralized reporting center. The call center offers employees a phone number that will connect them with a representative capable of tracking all absence types and answering any absence-related questions. You don’t have to be a large corporation to leverage an integrated absence management program. Contact the experts at Actec to learn what an integrated call center can do for your business.
Speech analytics is one of the fastest growing technologies in contact centers. Speech
analytics is the process of analyzing recorded calls in order to review and improve customer interactions with company representatives. The general focus of the analysis includes:
- topics being discussed
- emotional character of the speech
- analysis of speech patterns, and
- the amount, frequency and location of non-speech patterns which generally represent hold times)
Speech analytics is used to gather critical business intelligence that would otherwise be difficult to obtain. Phone interactions between representatives and customers are analyzed and categorized. Useful information is gleaned in a process called audio mining. Companies are finding this technology is useful for understanding more about the customer experience and what customers really think about their company. This gives them the opportunity to evaluate and make adjustments to their customer service policies and procedures. Speech analytics are a valuable tool for determining the training and coaching needs of customer service representatives.
Precision and Recall Measures
While speech analytics have come a long way since they were first introduced into the business world, it still can be difficult to make meaningful comparisons between the accuracy of varying speech analytics programs. What matters most to the evaluator (and the person being evaluated) is the accuracy of the program to point out real issues. Typically, precision and recall measures are used to quantify the responses of the analytics search system. Precision measures the proportion of search results that are relevant to the topic being analyzed. Recall measures the proportion of the total times a relevant search was returned. For example, if a researcher is looking for a specific phrase, precision would be the proportion of times the phrase was found within the context of the overall audio file, and recall would be measured by how many times the phrase is found within the file.
The information gathered through speech analytics technology makes it easier for supervisors, analysts and others in the company to spot changes in customer behavior and make refinements to the customer service delivery process that, in the end, increases customer satisfaction.
Absence management pertains to any illness or unsanctioned absence from work. The rate of absenteeism can vary depending on the size of your company, but no matter the size it is vital to remember that absence is a cost for the company. This applies to the financial and operational aspect as well.
Given this, what are the main causes of absenteeism?
- Short/long term sickness
- Pressure at the workplace
- Worry and unhappiness
- Issues with family
There is no clear solution to absence, however firms can have procedures in place when an employee returns to work. Interviews and disciplinary actions will do the job well. Remember to always be careful to not to demean the employee.
One big reason to implement these protocols is to cut the employee costs and improve their engagement with the company, all of which will increase the all-round productivity. Similarly a key factor in cutting illness absence, is the commitment of senior level associates.
To know more about how our absence management system can aid your business click here.