Company: ADP, Alpharetta, GA
Company Description: With ADP, businesses can choose the type of outsourcing that suites their needs – a Professional Employer Organization (PEO) or Human Resources Outsourcing (HRO). ADP’s HRO solutions serve over two million SMB employees, making us the largest provider in the United States.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - All Other Industries
 Nomination Title: Working smarter and hearter.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 246 words used.
Balancing empathy and ease continues to be at the forefront of the MyLife Advisors. During COVID-19 and Great Resignation, we found ourselves working “hearter” to meet the needs of our clients and their unique circumstances.
Using our empathy training, coaching, support models (and, yes, some sheer grit) the MyLife Advisors were able to continue achieving goal-shattering results, despite the challenges. In addition, we launched two key initiatives to help bolster the MLAs’ ability to support clients: Leveraging technology enhancements and undergoing a talent transformation.
Through strategically placed technological advancements, we guided call flows with an automated system, promoting call efficiency, accuracy and effectiveness, while removing a previously tedious and time-consuming manual process. Today, we serve up relative information regarding the client/caller that MLA would have previously had to research, making it easier for the MLA and more efficient for our customers.
In addition, we equipped our front-line leaders with tools to help inspire a talent transformation. First, MLA leadership saw the removal of competing priorities, allowing them to spend 80% of their time directly coaching and guiding their teams. Lastly, we placed a focused effort on successful onboarding and continuous growth, ensuring new MyLife Advisors experience training and support that helped them exceed client expectations.
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- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
For more than 70 years, ADP has steadfastly focused on exceptional service. Building on this longstanding legacy, the 200+ person MyLife Advisor (MLA) team lives by the tagline: “Real People. Ready to Help.” – serving nearly 25,000 clients and more than 2.1 million client employees for ADPs Human Resources Outsourcing (HRO) division. MLAs purposefully demonstrate value to our client’s employees by serving as a seamless extension of their organization – addressing Benefits, Pay, HR, Talent and Tax needs – allowing the client to focus on running their business. While addressing transactional needs is important, MLAs concentrate on making an empathetic connection during each call, ensuring each person feels uniquely valued and has a sense of belonging, while being productive and inspired. Empathy is deeply embedded in our service model to the point that MLAs are ONLY measured on two things – how well did they connect and how much did they value a customer’s time. This highly specialized, bilingual team expertly fielded over 1 million contacts annually, making each caller feel listened to and cared for.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
- Briefly describe the nominated team: its history and past performance (up to 200 words):
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
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