1. How is your
HR request
handled
Brought to you by:
For more information about these numbers, please send an email to marketing@ngahr.com.
Or visit our website at www.ngahr.com
This infographic is created by NGA Human Resources. The graphical representation is based
on data provided by an average sized HR service center in NGA's global network of 30+
service delivery centers across the globe.
Copyright NGA HR 2014.
24.13%
11.36%
5.95%
11.52%
10.30%
Change in personal HR data
Correction of time entries
Payroll related requests
Information requests
Technical support
2
1
3
4
5
8.5%
is online processed in the system. The easy and quick
nature of self service ensures real time information and
transactions.66%
is handled by a Tier 1 contact center agent who is
responsible for data entry and simple HR, time and payroll
requests.28%
is handled by a Tier 2 Subject Matter Expert who solves
the more complicated HR & Payroll cases. SMEs frequently
connect with customers to deliver functional & technical
expertise.
5%
is handled by a Tier 3 Policy Expert who is in charge of the
very complex cases with country regulatory issues.
1%
5.7%
11.57%
58.30%
www.ngahr.com
Email
Postal
Mail
Self-
Service Phone
How are
requests being
handled?
How are
requests being
sent by
employees?
Includes mobile
apps, portal,
kiosk, etc
Includes calls to SSC
or specific SME
Includes emails to
SSC queue or
specific contact Includes letters
to motivate HR
related actions
TOP 5
HR Requests
Based on the type of request,
HR requests are queued as follows
Tier 0 Self Service
Tier 1 Contact Center
Tier 2 Subject Matter Expert
Tier 3 Policy Expert
in an HR Shared Service Center?