EIC

Employee Interaction Center 

The Employee Interaction Center (EIC) helps streamline the delivery of HR processes and services through a centralized delivery channel, based on a shared services model. Employees can contact the EIC at any time from anywhere to find answers to their most frequently asked questions, to update their HR data, to initiate new processes, or to obtain additional support for more complex HR inquiries. Interaction center agents working for the EIC accept and respond to incoming inquiries through multiple communication channels, therefore expanding the reach, flexibility, and convenience of service offerings to all employees.

The CRM Shared Services Framework (SSF) provides the technical and business platform to support multi-functional shared service organizations in executing their shared services strategy. The EIC provides the necessary enabling technology. From an HR perspective, the EIC incorporates additional Human Capital Management (HCM) integrated functionality, such as the ability to launch and track an HR process, store related HR documents in a Digital Personnel File (DPF), and authenticate the unique identity of callers using a question and answer format.

This business process applies when an employee requires assistance from HR in updating personal data and initiating a new process for a life event change. This data may not be accessible through self-services, or the employee may require additional guidance and support, beyond self-services, to complete the data change and process request. The EIC offers an alternative delivery channel to supplement self-service options and provide an additional layer of HR support. It is especially useful for companies with a geographically distributed workforce, virtual teams, or retirees with limited portal access.

To use this process, you must activate the following business functions:

• HCM, Integration with Shared Services Interaction Center (HCM_SSC_EIC_1)
• IC and Communication-Enabled Business Processes (CRM_IC_CEBP)
• Multifunctional Shared Services Interaction Center (CRM_SHSVC)

To use HCM Processes and Forms with the Employee Interaction Center, you must activate the business function HCM, Administrative Services 03 (HCM_ASR_CI_3).

Process

1. Identify employee (SAP CRM)
   Agents identify the employee who contacts the EIC to initiate a service request.
   The employee can contact the EIC using multiple communication channels:
   • E-Mail
   • Telephone
   • Fax
   • Chat
   The system can identify the account automatically using computer telephony integration with contact-attached data, or agents can manually search for employees to identify the contact using different search criteria.
2. Authenticate employee (SAP ERP)
   Employee authentication data is provided, which allows the EIC agent to verify and validate the unique identity of the contact. Employees can maintain authentication questions and corresponding answers using SAP Employee Self-Service. The saved authentication data is stored in the SAP HR back-end system and can be retrieved by the agent from the EIC application, for additional verification and security.
3. System guides agent (SAP CRM)
   Alerts and interactive scripts guide agents through the interaction. For example, if the customer is a gold customer, the agent can be alerted to be especially courteous. If a script is assigned to a campaign or a call list, the script is started automatically. Otherwise, the agent can start a script manually by choosing the script that is valid for the current situation. This makes customer service more consistent and is especially useful for new, part-time, or temporary agents.
4. Process service request (SAP CRM)
   To process the service request, the EIC agent logs and records the customer interaction. Typically, specific attributes are assigned to each service request, such as category, description, status, priority, and so on. It is also possible to add a note or an attachment to the service request. Service Level Agreements determine the time frame allotted to respond and complete the processing of a specific service request, based on pre-defined service quality objectives.
5. Dispatch to further processor (SAP CRM)
   If agents are unable to close the service request, they can forward or reroute it to a further processor or next level of support, such as a subject matter expert. As well as this manual routing procedure, you can set up an automatic routing procedure according to freely definable rules based on service request information. Once a solution is found, the current processor can close the request and send the solution to the employee, or return the request to the agent to provide the solution to the employee.
6. Initiate data change request by EIC agent (SAP ERP; HCM Processes & Forms)
   The EIC agent can launch a new process (for example, the birth of a child) and data change request directly from the EIC using HCM Processes and Forms Integration. An Adobe interactive form is generated with pre-populated employee data. The agent can enter new data or comments and complete the required fields, then submit the form to initiate the process with pre-defined business and approval workflows. Status tracking and process monitoring are available using the process browser view and process documents (for example, a birth certificate) can be stored in the online Digital Personnel File (DPF).
7. Update HCM data (SAP ERP)
   To update HCM data, the EIC agent accesses the HR back-end system directly from the CRM EIC. HR master data can be maintained and updated to reflect the requested data change.
8. Wrap up interaction (SAP CRM)
   When the customer interaction is complete, the agent can wrap up the interaction and save all data.
   
   
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