Feb 7, 2024

HR helpdesk metrics AI-powered world

The 7 HR metrics that matter in 2024’s AI-powered world

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Beyond the balance sheets and technological advancements, the heartbeat of every thriving business is its people. Their passion, dedication, and collective expertise shape the culture, innovation, and resilience that define an organization. Companies don't succeed solely because of products or services; they thrive when people, with their unique talents and collaborative spirit, become the driving force behind every achievement and milestone. As HR leaders look ahead to 2024, they must remain focused on improving the employee experience. To do so, it is crucial to measure HR initiatives’ impact through key metrics.

As AI and automation are becoming essential tools throughout a company’s operations and teams, it’s important to understand their impact on the employees’ everyday work life and prioritize HR metrics that track it. As a leader, you would want AI and automation to make employees happier within your company, rather than stressed.

82% of executives agree that HR metrics are useful for their organization* — and nearly one-third want to see more frequent reports from HR teams. From measuring employee engagement to assessing HR systems’ effectiveness, these metrics are the vital signs that determine the health and success of a company. Let’s explore what are the metrics that matter the most in today’s automated company environment, and how an AI-powered HR helpdesk can help you improve them.

Understanding HR metrics

HR metrics enable organizations to monitor their human capital and assess the efficacy of their HR initiatives. Measuring this data—including what’s working well and what needs improvement —helps organizations track their HR success, and consequently better understand their employees’ performance and experience.

Below you can see 12 key metrics that measure the effectiveness of your HR operations and enable people-first leaders to make the right discussions and changes:

Service and Software metrics, such as:

  1. Cost of HR per employee: The total amount your organization spends on HR functions divided by the total number of employees.
  2. HR software employee participation rate: The number of employees who actively use your HR software.

Recruitment metrics, which include:

  1. Demographics: The characteristics of your workforce such as age, gender, education level, and length of service.
  2. Headcount: The total number of employees in your company.
  3. Time to productivity: The time it takes for new hires to become acclimated to your organization and start working at full productivity.

Engagement and employee retention:

  1. Employee satisfaction: The number of employees who would recommend your company as a good place to work versus the number of employees who wouldn’t.
  2. Voluntary turnover rate: Includes only those employees who leave your organization voluntarily.
  3. Retention rate: The opposite of your turnover rate in that you divide the number of employees who remained in your organization over a given period by the number of total employees.

Time tracking metrics such as:

  1. Absence rate: The average number of days employees are absent, not including approved PTO (also called absenteeism).
  2. Overtime hours: The number of overtime hours worked by employees in a given time period.

11. Performance management metrics that you can track through self-assessments, peer reviews, manager assessments, or a combination of all three.

  1. Training and development metrics that measure training effectiveness and the average amount of time it takes for an employee to complete a given training program.

Redefining HR metrics in the AI-powered era: 7 essential measures

With the great impact that automation has on today’s HR teams, in this article we decided to deep dive into the ones that matter most in our AI-powered world. These include some of the above and new ones:

  1. HR software employee adoption rate: The number of employees who actively use your company’s HR-related software and systems, divided by the total number of employees.

  2. HR query response time: The time it takes the HR helpdesk to address and resolve employee inquiries or concerns.

  3. Voluntary turnover rate which shows the % of employees voluntarily leaving your company as discussed above.

  4. Overtime hours worked by employees.

  5. Time to productivity, which as mentioned above, is the time it takes for new hires to start working at full productivity.

  6. Knowledge base coverage: The proportion of HR-related inquiries or issues that receive sufficient coverage within the knowledge base.

  7. Skill gaps: Analyze skill gaps within the workforce based on job requirements, performance data, and training outcomes.

Why track HR metrics?

HR metrics are essential for guiding strategic decision-making and optimizing organizational performance. By analyzing key indicators related to recruitment, employee engagement, and retention, HR leaders gain valuable insights into the effectiveness of their initiatives. This data-driven approach enables efficient resource allocation, fosters employee satisfaction and loyalty, and ultimately aligns HR strategies with broader company goals.

In essence, HR metrics serve as a compass for companies, providing the necessary insights to continually improve workforce management and enhance the employee experience. By proactively examining HR data, companies can set goals and make decisions that better align with the evolving needs of today’s workforce. Instead of responding reactively to unexpected shifts, data-driven HR teams anticipate and influence improved employee experiences, and companies become more resilient.

Why measure HR software employee adoption rate

HR software employee adoption rate measures how well employees engage with and integrate HR software into their daily workflow. A low rate can signify that HR systems are complex and not user-friendly, and therefore employees prefer not to use them . By tracking this rate, companies can identify opportunities to consolidate redundant systems or upgrade to new ones, use cases that are not being met and training gaps preventing employees from using them.

AI can significantly boost HR software adoption rates:

  • An intuitive, user-friendly interface allows employees to interact with the software seamlessly, making it easier for them to navigate and utilize various features.
  • AI can deliver personalized experiences based on individual employee preferences and needs, making them more eager to use the apps. It can also recommend relevant features based on individual activity.
  • Predictive Analytics allow you to anticipate employee needs and provide proactive solutions.
  • Chatbots and Virtual Assistants can offer real-time support and guidance to employees and showcase capabilities.

Why track HR helpdesk query response time

Reduced response times lead to quicker issue resolution, preventing potential disruptions to workflow and minimizing the impact on productivity. Speed is vital for an effective HR function. By measuring this metric, HR leaders can:

  • Identify the main issues blocking employee productivity.
  • Uncover knowledge gaps that can then inform learning and training programs.
  • Implement changes, streamline workflows, and continually optimize their responsiveness.

Timely response to HR queries contributes significantly to employee satisfaction and retention . Quick and efficient resolution of concerns or inquiries demonstrates that the company values its employees and is committed to providing them with the necessary support.

AI can enhance the HR helpdesk and dramatically improve HR query response time and accuracy:

  • AI Virtual Agents can automate repetitive tasks and handle routine queries, so that HR teams focus on more complex issues, speeding up the overall response time.
  • Round-the-clock support ensures that employees receive assistance whenever they need it, contributing to faster query resolution.
  • AI-powered ticket triage ensures that complex issues are automatically routed to the right agent to be taken care of promptly.

Why measure voluntary turnover rate

Tracking the voluntary turnover rate is crucial as it provides valuable insight into employee satisfaction, engagement, and overall organizational health. A high turnover rate is an alarming sign indicating:

  • Dissatisfaction
  • Issues with employee well-being
  • Possibly a mismatch between employee expectations and the organizational culture

Moreover, voluntary turnover comes with costs related to recruitment, onboarding, and lost productivity. Tracking the turnover rate allows companies to quantify these costs and evaluate the financial impact on the business.

With an AI-powered HR helpdesk, HR teams can have a positive impact on the voluntary turnover rate . As it integrates with HR systems , AI has access to information such as time-off, overtime, to-do lists, projects and tasks. What’s more, it has loads of data about employee queries, the time it takes to resolve them and what this means for their productivity. By analyzing these data, AI helpdesks provide HR teams with actionable insights to create a healthier and more supportive work environment, leading to lower turnover.

By incorporating chatbots offering immediate, 24/7 assistance in a human-like way while speaking the employee language, HR helpdesks handle routine, repetitive tasks lightning-fast. When employees experience quick and effective support, they feel more engaged and connected to the organization, fostering a positive workplace culture and making them less willing to leave the company.

An AI-powered HR system can also analyze employee feedback, sentiment, and other relevant data to pinpoint the root causes of dissatisfaction. It can identify patterns and offer predictive insights, while pulse surveys powered by natural language processing (NLP) deliver sentiment analyses. This enables HR teams to develop targeted retention strategies and interventions to address potential issues before they lead to employee exits.

Why track overtime hours

Monitoring overtime hours allows companies to allocate resources efficiently, manage costs, and assess employee well-being. Tracking overtime ensures legal compliance with labor regulations and promotes fair labor practices. By identifying workload imbalances, bottlenecks that lead to more work, and potential stressors, organizations can optimize resource allocation, coach employees on prioritization, advocate for outsourcing and delegation, and enhance overall operational efficiency.

How can an AI-powered HR helpdesk reduce overtime hours?

  • Task automation: AI-driven automation can streamline processes and automate time-consuming activities, reducing the manual effort required for tasks that contribute to overtime.
  • Alerts and notifications: AI systems can generate alerts and notifications based on predefined thresholds for overtime. This ensures that managers and HR professionals are promptly informed of potential issues, allowing for timely interventions to manage workload or address employee concerns.
  • Predictive analytics: AI algorithms in HR helpdesk systems can analyze historical data to predict periods of high workload, enabling companies to proactively manage staffing levels and allocate resources effectively. This promotes better workforce planning.

Why track time to productivity

Measuring Time to Productivity (TTP) is crucial for companies as it provides insights into the efficiency of their onboarding process and the speed at which new hires become fully productive. It also reveals how suitable new hires are for their roles, and manager skills in supporting new employees.

AI solutions can significantly reduce the duration of new hire onboarding and upskilling programs:

  • Personalized onboarding: AI can analyze individual learning styles, preferences, and skill levels to tailor onboarding plans for new hires. Personalized training and development paths ensure that employees receive the information they need in a format that suits their learning style, expediting their readiness for productive work.
  • Chatbots for on-demand support: They can provide on-demand support to new hires, answering questions, offering guidance, and addressing concerns throughout the onboarding process.
  • Performance analytics: AI can monitor and analyze early performance indicators to gauge the effectiveness of the onboarding process. By tracking how quickly new hires start contributing meaningfully to their roles, companies can identify at-risk employees, areas for improvement and refine their onboarding strategies.

Why measure knowledge base coverage

Monitoring knowledge base coverage is vital for maximizing self-service opportunities:

  • A well-covered knowledge base allows for quicker and more efficient issue resolution.
  • It can reveal consistency and accuracy in information and whether policies, systems, or services need documentation.
  • It can uncover new employee pain points and needs.

HR helpdesk systems thanks to the power of AI can now offer amazing opportunities to enhance knowledge base coverage and management:

  • Automated content creation: Generative AI can generate clear and concise articles, FAQs, and documentation, rapidly filling information gaps.

  • Content tagging and categorization: AI algorithms can automatically tag and categorize content within the knowledge base. This ensures that information is organized logically, making it easier for users to navigate and find relevant content quickly.

  • Chatbots for knowledge retrieval: They leverage NLP to understand user input and context and retrieve relevant information, offering real-time assistance and improving user satisfaction.

  • Content quality assurance: AI can assist in maintaining the quality of knowledge base content by identifying inconsistencies, outdated information, or gaps.

  • Translation services: AI-powered translation services can help in creating multilingual knowledge bases, making information accessible to a broader audience.

Why track skill gaps?

This metric helps HR identify areas where employees lack the necessary skills or knowledge to perform their roles effectively. Underperforming leads to:

  • Lost productivity, increased workload and overtime.
  • Employee stress and dissatisfaction.
  • Worse project and business outcomes.

By understanding these gaps, HR teams can prioritize training and development initiatives to upskill their workforce, improve employee performance, and drive business success.

Measuring this metric is tricky but can make a huge difference to your company’s outcomes, and here’s where AI can play a crucial role. An AI-powered HR helpdesk platform can leverage data analytics and machine learning algorithms to analyze skill requirements, assess current employee competencies, and identify gaps automatically. AI-powered skill gap analysis enables HR leaders to pinpoint specific areas for improvement, personalize learning experiences, and deliver training programs tailored to individual needs and targeted to bridging the gap between existing skills and future requirements.

Additionally, AI can provide real-time insights into emerging skill gaps, allowing companies to adapt quickly to the changing business environment and maintain a competitive edge. Just think about how useful it would have been to identify AI-related skills as an emerging skill before all the AI magic happened!

From traditional to forward-thinking: AI helpdesks reshape HR metrics in 2024

In 2024, the integration of AI into HR operations marks a paradigm shift in how we measure and optimize essential metrics. While traditional HR metrics like turnover rate and overtime hours remain relevant, AI introduces new dimensions such as query response time and knowledge base efficacy. These shifts compel HR leaders to reassess their metric frameworks, recognizing the critical role AI plays in streamlining processes and enhancing employee experience.

The complexity inherent in HR operations makes AI adoption particularly crucial. Automating tasks requires sophisticated AI capabilities, including contextual understanding, natural language interpretation, and decisive action on behalf of employees. Solutions like Gaspar AI’s HR helpdesk platform leverage deep enterprise understanding, LLMs and advanced machine learning to engage users conversationally across channels, delivering fast and effortless support that delights employees. Why? Because we remove the boring, repetitive tasks that cause frustration, such as spending hours to find the HR vacation policies, and eliminate friction from the small, day to day interactions with HR.

As more companies embrace automation, HR teams will no longer need to do administrative tasks: they can focus on talent development and pivot towards strategic partnerships with other department leaders to evolve team roles and lead company growth. AI empowers HR professionals to do their actual job: foster an environment where employees thrive and drive company success.

Let Gaspar AI streamline the routine, so you can prioritize your people. Shift your focus with our AI-powered HR helpdesk by your side.

Schedule a demo or contact us if you’d like to see how.

*Source: BambooHR survey March-April 2019, 1,112 small- and medium-sized businesses across all industries