Communication – definitions – Telephone helplines, use of for communication benefits

Using benefits helplines or call centres is a common method used by large employers or employee benefits consultants to help employees get to grips with their reward or benefits package. A helpline may be as simple as a dedicated phone number into the HR department, or it may go to a dedicated call centre. The more sophisticated call centres offer different levels of help depending the query – benefits tax, benefits selection, or queries about benefits for partners are just a few examples. If using a helpline provided by a third party, the employer should check the service provided on a regular basis and ask for regular reports on  the types of queries being dealt with.

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