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Paylocity

  

SASCS11 How to Enter Bug

 

Company: Paylocity, Arlington Heights, IL
Company Description: Paylocity, America’s leading independent provider of payroll and HR solutions has revolutionized the industry. Combining the flexibility and control of an in-house package with the time and cost savings associated with an outsourcing solution, Paylocity believes that you shouldn’t have to choose.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats)

Nomination Title: Paylocity's Call Center

    Tell the story about what this nominated team achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Paylocity is a SaaS provider of payroll, HR and time & attendance software
with over 6,000 B2B clients nationwide. Recent difficult economic times have
caused the industry giants to launch aggressive pricing campaigns; offering
clients switching to their service up to one full year of free service. This
is tempting given the current economic conditions, so how do you compete
against free?

Paylocity redesigned its service model; assigning each client to a dedicated
client specialist. We also introduced a new client loyalty program, created a
more focused approach towards our largest clients and invested in a second
service center, proving free…is not worth it. (See below for details)

Dedicated Client Specialists – Paylocity’s classic call center model has
changed. Now, each of our 6000 clients are assigned to a single point-of-
contact and that point-of-contact is assigned full ownership of the
relationship. What’s unique about this model is our limited voicemail
environment. When an assigned point-of-contact isn’t available, calls are
automatically routed to an available, trained specialist on the team unless
the client opts to leave a voicemail message, providing them with a “best of
both worlds” environment.  The 65 Paylocity service employees handle over
20,000 complex interactions monthly, each averaging over six minutes per call.

Loyalty Surveys – Paylocity rolled out a loyalty program based on Net Promoter
Scores (NPS) and recently introduced a training program entitled “It’s Your
CALL” (Can Achieve Lifetime Loyalty). The programs’ focus is on setting higher
internal standards; thereby illustrating mere satisfaction isn’t good enough.
The goal is to obtain true client loyalty, demonstrated by a client’s
willingness to actively recommend Paylocity to others. Clients receive
relationship surveys twice per year and Paylocity’s average NPS score is 54
with a 40% response rate since the programs’ inception.

Large Client Focus – Paylocity introduced several initiatives on this focus.
Each large client specialist manages only 25 clients, allowing them to take a
more proactive approach to managing the relationships. Paylocity also
introduced an annual user conference, bringing over 150 attendees together to
share best practices. Additionally Paylocity has introduced programs to
increase feedback through on-site visits and focus groups for greater client
involvement with the product roadmap. Lastly, several new client training
sessions have been added at no additional cost.

Second Service Center – Finding enough industry experienced employees to
execute a one-on-one service model proved challenging, especially given
Paylocity’s 30% annual growth rate! This was addressed by adding significant
management experience and 3 new teams of highly skilled specialists, totaling
20.

Since making these changes, our key call metrics have improved!
-      Average speed of answer – 29 seconds
-      98% of calls answered within 180 seconds
-      20% reduction in overall call volume per client by improving first 
call resolution
-      Most importantly, client retention improved to a three year high of 95%

So how do you compete against free? Paylocity has raised its game and the
results prove it.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.paylocity.com

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

There is a relatively small segment of leaders in the business world who seem
to build relationships, trust and support with both clients and employees
alike, as Jenifer Page does.

Having been hired as one of Paylocity’s first employees, Jenifer has
established herself as an instrumental leader by creating a client-focused
culture that is embraced throughout the entire organization. While serving as
Vice President of Operations, Paylocity’s service department has grown from
merely a handful of people to a robust team of over 50, while somehow
maintaining an unprecedented 97%  controllable client retention rate for 10+
years.