Company: SurePayroll, Inc.
Company Description: : SurePayroll is dedicated to providing a simple, and convenient online payroll service at a price small business owners can afford. Tens of thousands of customers rely on SurePayroll to process payroll on demand in as few as two minutes. In addition, SurePayroll offers efficient online solutions for managing 401(k) plans, health insurance, workers’ compensation, employee screening and more.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats)
Nomination Title: SurePayroll's Contact Center
Tell the story about what this nominated team achieved since the beginning of July 2010 (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:
SurePayroll is an online alternative that makes payroll easy and affordable
for small business owners, however this doesn’t mean that it spares any
expense on customer service. In fact, SurePayroll offers unlimited customer
care, by phone, email and chat, six days a week. The customer service team
handles complex issues involving payroll items including earnings, pre- and
post-tax deductions, state and local payroll taxes, as well as website
navigation and support.
The foundation of SurePayroll’s top-notch contact center is an extensive
training program and a belief that when a customer calls with an issue, it’s
never someone else’s problem. The words “that’s not my job” are not in the
vocabulary of the contact center team members.
SurePayroll’s customer service team has consistently achieved a Net Promoter
Score in the 50s, compared to a U.S. average of 10.
Since July 1, 2010, SurePayroll’s customer service team performance measures
have improved in virtually every metric, including contacts per client,
service level, average answer time, abandon rate and Net Promoter Score. As an
example, comparing July 2010 to July 2011, the team’s service level went from
67 to 89 percent of calls answered within 20 seconds.
Calls are answered within 20 seconds 87 percent of the time during non-peak
months and 70 percent of the time overall throughout the year.
The company has added new services, as well, such as chat and secure Web
forms. The customer service team conducts more than 2,000 chats a month and
answers them in 11 seconds on average. Chat survey results track higher than
averages across all industries while solving complex payroll issues. The
customer service team’s secure Web form capability accepts questions and
documents from clients, which streamlines the process of submitting documents
for our customers.
The team also handles inquiries the old fashioned way, responding on behalf of
clients to thousands of mailings every month from taxing agencies.
SurePayroll’s team of customer service experts is entirely U.S.-based and in
addition to their commitment to solving customers’ problems, they are friendly
and respectful with every request for help.
When a February blizzard left hundreds stranded on one of Chicago’s most
prominent thoroughfares, many thousands without power and a virtual shutdown
of area businesses, 50 percent of the customer service team at SurePayroll
battled its way through the elements—ignoring weather advisories—to come into
The day of the blizzard was so severe that it was offered as paid time off,
but SurePayroll’s contact center employees understand the gravity of payroll
concerns from customers. The bottom line is that payroll is tied to people’s
livelihoods and the team is dedicated to making sure no one loses out on the
paycheck they have worked so hard to earn.
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]:
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Team Leader Bio:
Jamal Ayyad joined SurePayroll in June 2010 with 15 years of experience in
customer service leadership. He has implemented new customer relationship
management programs to help better assist the customer, as well as training
programs to build a more skilled customer service team.