Management Software & Support
The Agency is seeking a firm to provide an HR Tracking Software to coordinated a method of tracking contact with internal
and external customers to measure call volumes, response times and drops, gain increased first call resolution of
human resource customer service calls, and ensure timely follow-up/resolution of employee/customer service contacts,
capture frequently asked questions (FAQs), and create corresponding database(s). Effective business
process/workflow needs to be incorporated to expedite calls to the proper subject matter experts.
It is anticipated that at a minimum, the following features will be necessary: Skill-based call routing, call recording,
real-time quality monitoring tools, case and contact management, creation of an FAQ knowledgebase, measures of
average handling time for resolution of human resource contacts, incorporation of customer service surveys and
coordination with employee self service.
