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Associate Service Delivery Model 300 calls

per day

HR Consultants Legal
full-line Compliance
Labor

Relations

IVR (1-888-88sears) 7,000 calls non-full-line Ethics Assistline RHR
Other
• associate and manager focus

• single point of contact per day 3,000 calls HR Generalists
• benefit and payroll self service
• routing to third-party vendors 25,000 web per day 550 cases
hits/day
Desktop (PeopleSoft) Call per day
Center
• HR focus Inquiry
• “view only” access Services HR/Policy
• access associate records Planning
• HR analysis

Web (88sears.com)

• cmoamnmaguenricaantdioans, spoocliicaietes,fofocrums sSelf-Service  Answer
• Questions
• associate access to data  Resolve cases
• associate transactions once  Process
Internet enabled 6,000 web Transactions

Web (TPC On-line) trans/day  Establish
Cases
• HR and manager focus

• transaction data automatically

loaded into PeopleSoft PeopleSoft

Third-party Vendors CSR Desktop - knowledge base, case
management, CTI “screen pop”, etc.
• outsourcers providing self-
service

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