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By: Matt Ingold

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January 17th, 2017

Benetech Offers a New Approach for Better Payroll Customer Service

Workforce Management

You: Bee bop boo, beep beep bop, bo boo beep bop…ring…ring (you're dialing a number, use your imagination)

Recorded Machine: "Hello. There are no available service representatives to take your call at present. Please enter your account ID, and someone will contact you in the next 24 hours. Your service ticket is #56920. Goodbye."

Alright, so there is going to be a little bit of self-promotion peppered into this otherwise informative blog, but it certainly fits with our theme of sharing the latest trends in HR technology; one of them being a clamoring for improved payroll customer service. In this short blog we'll be discussing the ripple-effect of consequences that stem from poor payroll customer support. 

At a glance, here are 3 ways that poor payroll service can impact your business, and conversely how improving payroll customer support can offer enhancements in operational efficiencies, employee engagement, and bottom-line performance. 

1. Increased Cost of Payroll Errors

Errors in payroll can be costly, and the longer the resolution, the higher the cost to your organization. A 2012 study revealed that the top-performing 25 percent of businesses in the United States have payroll costs of $67 per employee, on average. Conversely, the bottom 25 percent performers spend nearly six times that amount, accruing a payroll cost of a whopping $398 per employee.

Increased payroll error resolution timelines through delayed payroll customer service responses are a significant driver of increased payroll costs. That means the more time spent on hold or waiting for a service rep to respond, the greater the cost of administering payroll.

2. Limited Payroll Reporting Capabilities

The older the software, the more limited your payroll technology will likely be in how it exports your data. This translates into higher costs through custom-report requests or greater time merging out-of-the-box reports into a common spreadsheet for analysis.

This is where improved payroll services for the mid-market employer can deliver a powerful service enhancement, especially as employers are realizing the power of big data in uncovering ways to better run their companies. 

3. Increased Employee Frustration and Resolution Timelines

There is nothing nearer and dearer to our employees’ hearts than the compensation and benefits. When payroll customer service is slow to respond to errors, the extended correction time has both a labor cost and emotional impact on your workforce.

Reduced payroll errors, along with faster payroll-error resolution, allow employers greater scalability of staff resources and improved compliance. 

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This is where Benetech offers a redemptive experience to those mid-market employers who continually suffer the impacts of unreliable payroll customer service. For those aiming to improve their payroll experience in the coming year, please click below to learn more about our boutique and affordable payroll service offering.  

Benetech Payroll Quote

About Matt Ingold

Matt serves as Benetech's Director of Business Development. He helps employers reduce the cost of personnel management, and discover where improved talent management can give their business a competitive advantage.

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Mistakes are expensive, especially when building benefit plans.

We've outlined the 3 most common mistakes employers make when offering benefits in a quick ebook. Get your copy free when you subscribe to our blog.