Support Taking Too Long? How Long Should You Be Waiting For Payroll Help?
When it comes to payroll, no company is perfect and payroll issues beyond an employee’s control will occasionally occur.
When a company chooses to outsource their payroll, they are required to communicate with customer support to help get their issue resolved. That could potentially mean a few phone call or email exchanges.
Good communication and quick responses will help an already displeased employee spend less time with customer service at the call center and feel pleased with their experience. ??
From accuracy of social security numbers and health care changes to overtime and misclassified employees, there are a number of issues that can cause the need to get in touch with the payroll support center.
The Process Of Solving A Payroll Issue
Ideally, in almost all cases, initial calls should not require any further contacts to address the customer’s reason for calling. The best case scenario is that the customer gets their issue resolved immediately, and does not need to contact the call center again to seek resolution, nor does anyone within the organization need to follow up.
If there is a more extensive situation where the customer’s issue needs further investigation, the call center should follow up within 24 hours (at the very latest) with a resolution or update.
Any longer than that, is too long. After all, regardless of the problem, the support center needs to stay in constant contact and let the customer know they are on the issue. ??
How Urgent Is My Issue?
Regardless of the issue, any customer calling the payroll support center will believe their issue is the most urgent of all.
As a customer service agent, it is important to respect the customer’s needs, while continuing to manage their expectations. It may help to begin by letting the customer know how long a situation like theirs typically takes.
While every issue is individually different, much of the processes are the same, which allows the customer service agent to accurately determine the length of time any given issue can be resolved.
By letting the customer know their issue is important, and that they will receive a follow up each day until it is resolved, both small and complex issues can become less frustrating and the overall experience more satisfying. ??
An urgent issue such as not being issued a paycheck, an inaccurate paycheck or lost paycheck, should be resolved the same day. A customer should never have to wait until the following pay date to receive an accurate paycheck.
It is unreasonable to make the customer wait more than 24 hours for their urgent issue to be resolved – even with proper communication. ??
The Importance of Communication ?
When an issue arises, the best thing a support team can do is communicate how the issue will be handled and in what timeframe. Irrespective of the issue, support needs to keep the lines of communication open for customers.
They should be available immediately for answering questions without causing the customer to be bounced around or wait on hold for extended periods of time. Managing the issue internally and having reasonable expectations with ease the discomfort of the customer.
Setting Customers Expectations?
Earning the customer trust from the start is vital. Most likely, the customer is already upset they have to make a call to the support team in the first place, so keeping customer interests at heart is essential. This can be achieved through empathy and compassion.
One way of being empathetic and earning trust is to stop the cycle of customers being bounced around from one call agent to the next. The agent should begin the conversation with, “May I have the best number to reach you in case we get disconnected.”
From waiting on hold for dozens of minutes to dropped calls, customers can get frustrated. In addition, passing the customer off from one agent to the next and instead having one agent handle the issue from start to finish, can make a big difference and meet or exceed the customer’s expectations.
??By keeping notes in the system regarding the individual’s issue, time they called, and any other pertinent information, the support team can communicate their process for resolving the issues.
In most cases, the caller’s issue will not be new to the support agent they will know the step-by-step procedures to handling the issue. Involving the customer in the process and allowing them to understand the timeline in resolving the problem is vital. ??
How To Avoid Future Issues
?Even after a problem is resolved a customer service agent can exceed expectations by following up with the customer. A brief call to check that everything is resolved can show the customer that the support team has taken their problem on board and is seeking to avoid similar situations in the future.
It can also serve as a useful feedback tool for the customer service team – as a check on the effectiveness of their problem-solving.??
Overall, payroll customer service support should be reasonably quick and no customer should be made to wait extended periods of time to have their issue handled.
By outsourcing the payroll, the business is entrusting the support team to take care of issues immediately and accurately. Good communication while meeting customer expectations is key to best business practices and keeping customers happy.
Don't Miss Another Article!
Get new HR & Management articles sent right to your inbox once a month to keep up with industry news and trends.
Latest posts by Balance Point Team (see all)
- Our Must-Read Articles from 2018 - December 11, 2018
- 4 Policies to Consider When Updating Your Employee Handbook for 2019 - December 4, 2018
- 8 Ways HR Can Use Artificial Intelligence - November 27, 2018