(Week-ending 05/30/2020 - week 13)
8% Increase in Weekly Employee Coronavirus-related Questions into HR Reverses Downward Trend in Case Volume for HR Teams
In week 13, employee COVID-19-related case volume increased by 8% (28,469 employee cases), reversing the sharp decline (of -21%) we saw in the previous week.
Week 13 also marks 3 months since we’ve been tracking and analyzing our customers’ coronavirus-related case data. In this period the total volume of employee coronavirus-related cases into HR has reached 310,073, and continues to be a significant workload for HR teams throughout the world. However, HR are meeting the challenge with last week’s close rate (i.e. rate at which open cases are closed) increasing to 89%, showing HR teams are keeping on top of a very difficult situation.
With HR teams, and the employees they support continuing to work remotely, and no sign of returning to pre-pandemic normality at work, we believe, more than ever, that HR needs the right technology in place to improve employee communications, manage and respond to cases effectively, and continue to provide high quality services to employees.
To discover more, click on the 5 insights from our data analysis last week:
(Note: Employee cases refer to employee questions, inquiries and requests that are logged as “cases” in the Dovetail HR Case Management solution).
Insight 1 8% Increase in Weekly Employee Coronavirus-related Questions into HR Reverses Downward Trend in Case Volume
The significant downward trend of week 12 has not continued in week 13 with employee coronavirus-related questions into HR increasing by 8% to 28,469 employee cases. Ever since case volume peaked in week 3, employee questions, inquiries, and requests into HR have averaged 26,800. Hence, last week’s case data is well above average, and is a reason why we believe that the ‘new normal’ for HR is to be ‘pandemic-ready’ now, and for the foreseeable future. One way for HR to achieve this, is by having the right software tools in place, to ensure HR operations remain efficient and HR services continue to satisfy employee expectations.
Insight 2 23% Increase in Coronavirus-related Employee Questions into HR at Weekend
It would appear the brief respite for HR, in week 12 when employee questions into HR declined at the weekend, has ended, as last weekend saw a 23% increase in case workload for HR.
The pressure on HR continues. However, with the right tools such as Employee Portal, HR Case Management, and HR Knowledge Management, HR can alleviate this pressure and continue to optimize their operations and performance. This is because these tools provide the technical features that enable efficient work practices and the monitoring of KPIs that management need to improve performance.
Insight 3 Rate of Closing Employee Questions Rebounds to 89% (from 85% last week)
The rate at which HR teams closed employee coronavirus-related questions increased from 85% to 89% last week. This shows HR have improved the rate at which they are able to resolve employee questions. This is an important indicator that demonstrates HR continue to answer and close employee questions responsively and efficiently.
Last week saw the total case volume surpass 310,000 cases, showing the enormous additional workload HR have had to deal with in the last 3 months.
However, with an average close rate for the period of 95%, it is clear that HR have responded to the COVID-19 crisis phenomenally well, with only 14,200 cases left open (among our customer data) at the end of the 3 month period.
Insight 4 33% Increase in Email Channel Usage Against 17% Decrease in Phone Usage Among Employees
This week saw a surge in the use of the Email channel by employees asking for assistance from HR. Email usage was up 33%, largely at the expense of the Phone channel usage, which was down by 17%. In fact, the largest percentage of cases are created through these two channels at 95.5% of total case volume.
For both channels, HR responsiveness to employees’ needs is critical, particularly during the current crisis, as employees feel anxious about their health (and that of their family), and job security. By setting realistic response-time expectations, and then beating them, HR can maintain high levels of service, while enhancing the employee experience. One way to ensure service quality is maintained is by using a Service Level Agreement, which has a number of benefits, including the technical features that enable HR to improve employee service management and increased HR productivity/ performance.
It should be noted that the Phone channel is ideal for employees who have complex questions, while also offering HR the potential to build rapport, and stronger relationships with their employees.
Insight 5 Employee Case Type Word Cloud Image Sums Up 3 Months’ of Coronavirus-related Questions into HR
We’ve not only been tracking the data, we’ve also been building a picture of the impact of coronavirus on HR teams and employees. The Dovetail Customer Case-Type Word Cloud is a graphic visualization based on the case types being used by HR teams around the world to categorize employee-related coronavirus questions, inquiries, and requests coming into HR.
With prominent case type descriptions including Coronavirus, Covid, Response, Epidemics, Temporary time off, Urgent Pay and Reduced hours, it is clear that employees are facing difficult times. HR are stepping up to the plate, adapting to the new world of work, and responding by delivering exceptional employee support, aided by utilizing the latest in HR Services technology.
Note: Case Types categorize employee coronavirus questions and are used in advanced HR Reporting & Analytics with Smart Dashboards to help HR understand employees' needs and behaviors better, while providing additional insight into what is happening in their organization.
Last week was the 13th week of our employee coronavirus-related case data analysis. It also marks the end of a three month period of data analysis; March - May.
Case data for last week, including number of employee cases created, show the coronavirus pandemic remains a major reason why employees are requiring HR assistance, and that it is likely to remain the case for the foreseeable future. However, Dovetail customers who have implemented HR Case Management, Employee Portal, HR Knowledge Management and HR Reporting & Analytics applications are at an advantage, as they have the tools, and a number of key features and benefits at their fingertips, to enable them to manage the additional workload efficiently and effectively, as well as increase their team performance.
To stay updated on how COVID-19 is impacting HR teams, Click here to view Dovetail’s Daily Updates for HR on the coronavirus.