Burroughs Wellcome's interactive voice response system proves itself

Article Abstract:

Burroughs Wellcome Co's (Research Triangle Park, NC) employee benefits department installed a computer-driven interactive voice response system to reduce the number of telephone inquiries handled by staff. The system handles routine, general information calls, and department head Ken Kidd reports that calls have actually increased, but tend to be more focused and sophisticated. Kidd believes that the system has familiarized employees with their benefits, which makes them more aware and inquisitive. Kidd picked the interactive voice response system because it is private, secure, and can be customized. Of the alternatives, interactive video systems were too inflexible, and kiosk-housed systems were too limited due to queueing problems and lack of privacy. Kidd is satisfied that the interactive voice response system meets the primary goal of making employees understand their benefits better.

Human resource management, Burroughs Wellcome Co., Kidd, Ken

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TRW's housing plan

Article Abstract:

TRW Space and Defense Sector (Redondo Beach, CA) attracts valuable employees by offering an employee mortgage assistance program. TRW's research indicated that many out-of-state college graduates refused job offers from TRW because they felt they could not to afford to buy a home, many employees who had voluntarily quit from TRW relocated to regions with lower housing costs, and 33% of TRW's employees would consider purchasing a home if the firm provided some assistance. TRW's cost-efficient plan is a combination of brokerage and service discounts, and counseling for home buyers. Discounts available to employees are equal to almost 50% of typical closing costs. The counseling program offers information on such topics as financial management, first-time buying, and equity sharing.

Management, Mortgages, House buying, Home buying, TRW Space and Technology Group

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