Digital Transformation

1 Simple Way to Organize the Chaos of Employee Questions

By

Tiffany Gamblin

| Aug 30, 2019

At your level, you likely receive more than your fair share of employee questions. Lots and lots of questions, like …

  • “When does my dental insurance kick in?”
  • “I can’t find my keys. Where’s lost and found?”
  • “Who can I ask about my stock options?”
  • “I think a sink on the third floor may be broken. How can I contact maintenance?”
  • “Where do I report a workplace accident? Or is there a form?”
  • “Is the dress code posted anywhere?”

A valid reason exists for that: Whom to ask or where to start are often unclear, so employees send their questions with a guess … and perhaps with fingers crossed.

But the person receiving the question may not know the answer; he or she may not even be there to receive it, off on vacation or (heaven forbid) jury duty. Tracking an answer down – not to mention an alternate person to provide that answer – can entail a chain of forwarded emails, rounds of phone tag and/or inefficient drop-by visits.

With workers growing frustrated at the delay – and even unproductive and disengaged – that adds up to a big problem.

Additionally, research by the Center for Effective Organizations shows that responding to those individual questions helps gobble up more than 50% of an HR department’s time, which is time better spent on matters that affect everyone, from employee engagement to retention.

What’s an organization to do? Ask Here.

Streamlined communication

No, really: Ask Here™, a new technology tool. Standard with Paycom and easily accessible via each worker’s Employee Self-Service®, it funnels their questions to the best person equipped to answer them, allowing everyone across departments – especially HR – to focus on strategic initiatives.

Here’s how it works:

  • Employees can open a conversation anytime, anywhere – at work, off work, in the field, over weekends or on holidays, at their convenience.
  • Their questions automatically route to the appropriate personnel, whether in HR or elsewhere across your organization.
  • Employees are immediately notified when a response is received.
  • All conversations take place in a familiar chat-window experience and are stored in one secure dashboard.
  • Customizable templates and saved answers to FAQs further streamline your process.

As a result, the following things can happen:

  • Employees’ trust and engagement in your company and its culture increase, knowing they are listened to.
  • Foot traffic, phone calls and emails decrease across the organization.
  • Response times decrease because of the accountability created by a question being fielded directly to the person qualified to address it.
  • It is easier for you to identify where gaps in policies and procedures create confusion among the workforce.
  • Similarly, frequent questions help you discover training opportunities.

Ask Here is yet another effective tool that works seamlessly in Paycom’s single-application, single-database HR and payroll software.

Oh, we have a question of our own: How many emails, phone calls and in-person visits should it take for an employee to get an answer?

We believe “zero.”

About the Author

Tiffany Gamblin

Tiffany Gamblin is an HR Manager at Paycom. Since joining the organization in 2016, she has helped develop and implement processes and strategies across the HR department, including benefits, employee relations, compliance and onboarding. Gamblin holds a Senior Certified Professional designation from the Society for Human Resource Management, and obtained a bachelor’s degree in business from University of Central Oklahoma. She brings more than 10 years of HR experience in a generalist capacity to the team.

See more posts by Tiffany Gamblin