Human resources: Ensure a high quality
of service with knowledge management
Service for internal customers is growing in importance, especially in heterogeneously distributed and strongly growing organisations. Every company's most important asset wants good advice. Human resources feels that particularly keenly.
The range of topics is broad and frequently updated, for example when statutory regulations change. Whether it be questions on subjects such as compensation, vacation or old-age pensions - employees demand quick, competent and above all reliable information.
Apart from employees' acceptance and satisfaction, there are also measurable key performance indicators for the quality of internal shared service centres. USU solutions enable you to improve the following KPIs, among others:
- Lower number of calls
- Lower call handling times
- Higher first call resolution rate
Our portfolio for human resources
Overall Customer Satisfaction of 90 %
The most important factor in measuring the success of our work is the feedback from the employees at BASF SE. The consistently high usage of our information system and an overall customer satisfaction rating of 90 % both show just how well we’re doing. By deploying USU KnowledgeCenter we’ve been able to significantly increase the quality of our responses to HR-related enquiries.
Hubert Kapp, Head of Personnel Services "HRdirekt", BASF SE