Paylocity Customer Service Recognized with Stevie Award for Sales & Customer ServiceMarch 08, 2022
Learn some of the factors that help Paylocity achieve consistently high client retention rates.
Paylocity's customer service team has been recognized in the 16th annual Stevie® Awards for Sales & Customer Service, the world’s top honors for customer service, contact center, business development and sales professionals. Paylocity received a bronze award for Customer Service Department of the Year for teams with 100 or more employees in the category of Computer Software.
More than 2,300 nominations from organizations of all sizes in virtually every industry, from 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide on eight specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, including Customer Service Department of the Year.
“We consider our clients co-creators, and that brings with it an expectation for engaging, empathetic customer service,” said John Taylor, Vice President of Customer Service for Paylocity. “This award shows our team’s focus on constantly improving that client experience.”
Stevie Awards judges look for tangible results, and the Paylocity customer service unit delivered. In 2021, the number of client interactions handled by the team was up 12% over 2020, and the team has achieved consistently strong Client Effort Scores (CES). Clients were asked post-engagement about their level of agreement with the statement, “Paylocity has made it easy to resolve my request.” For the last 18 months, average client responses have been between “agree” and “strongly agree.” These factors have contributed to Paylocity’s current client retention rate of over 90%, considerably higher than industry averages.
Recognized on Fortune’s 100 Fastest-Growing Companies for two years in a row, Paylocity’s number of clients increased over 40% from 2019 to 2021. At the same time, the platform continued to expand to include a wider range of human capital solutions in 13+ product areas. The Paylocity customer service function consists of over 1,000 staff including more than 700 remote account managers across the country and additional support functions. The group provides multi-platform service for HR Administrators every weekday, including on-platform live chat functionality. These clients care for millions of employees in a rapidly changing environment.
Recent events including the COVID-19 pandemic, demands for social justice, and updated regulations have made HR administrators rely even more on customer service. These dynamics made it challenging for the team to continually improve the customer experience. Paylocity’s entry described how the entire customer service function went fully remote with no interruptions in service. They ensured staff had the technology, connections and support they needed to do their jobs effectively and stay connected as they ramped up to full speed.
With COVID shutdowns across the country, Paylocity customer service joined cross-functional teams to craft responses to the Coronavirus Aid, Relief, and Economic Security Act (CARES) act and Families First Coronavirus Response Act (FFCRA), providing HR clients with information and tools to navigate stimulus legislation that would help them sustain their businesses. Customer service staff quickly learned the legislation and added resources and educational content for clients.
The Paylocity team also shared several client testimonials with judges. One client described her experience by saying the representative “not only was incredibly patient and kind while serving me, but she also displayed such a genuine and caring approach. She was incredibly personable and made sure I understood exactly what I was doing and made me feel confident in being able to prepare myself for the future.”
The Stevie Awards for Sales & Customer Service winners will be recognized during a virtual awards ceremony on May 11. Details about the awards and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.
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