The small business payroll services provider earns a silver award for its U.S.-based contact center.
GLENVIEW, Ill. – February 23, 2021 – SurePayroll, a Paychex® company, a leading provider of small business payroll and HR solutions, has won its 12th consecutive Stevie® Award. SurePayroll received a Silver Stevie in the Contact Center of the Year – Financial Services Industries category for its unparalleled teamwork during the COVID-19 pandemic.
The SurePayroll entry, “The Path from Best-in-Class to Best: SurePayroll’s Quest for Record Net Promoter Score,” detailed how customers benefitted from improvements made by the service delivery and product management teams. Those customer-powered changes included strengthening the multi-channel service model, enhancing self-service options, and optimizing overall support.
The Stevie® Award selection committee recognized SurePayroll for logging “great achievements from well-planned business execution with a focus on continuous improvement” and “commitment from employees and teamwork.” The awards committee reviewed 2,300 nominations from 51 nations in the 15th annual competition. The Stevie® Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
“We’ve remained focused on small business throughout our history, often pulling from our experience as a startup 20 years ago. Running a small business is a challenge, so it’s critical that we listen intently to our customers and work with them to take actions that benefit their business. Never has that been truer than helping them navigate the additional challenges presented by COVID-19,” said Jason Copeland, head of service delivery, SurePayroll. “The customer experience is at the forefront of everything we do, and that includes service, availability and efficiency, pandemic or not.”
SurePayroll posted improved scores for key service and satisfaction metrics including net promoter score (NPS) and chat response scores, despite significant spikes in call volume, increasingly complex customer conversations, and in the midst of moving team members to a remote work environment to ensure their well-being during the pandemic.
“We recognized early that many customers would have questions and face unique challenges because of the pandemic. We knew customers would benefit from a more robust multi-channel service model,” said Jamal Ayyad, head of product management. “I’m confident the partnership we’ve seen between our service delivery and product management teams, and across SurePayroll, will continue to deliver people- and technology-driven support improvements. Our continuous goal is to simplify back office operations and create capacity for a small business owner to focus on what they do best: serve customers, innovate and grow their business.”
Details about the Stevie Awards for Sales & Customer Service and the full list of 2021 winners is available at stevieawards.com
About SurePayroll
SurePayroll, a Paychex company, has been a leading provider of online payroll services to small businesses nationwide for more than 20 years. As the first software as a service payroll company, SurePayroll has grown to become a household name in easy to use payroll, workers' compensation, 401(k) plans, and health insurance services, all backed by an award-winning, U.S.-based customer care team. Most recently, SurePayroll added HR services to its portfolio of solutions. By offering the additional flexibility of private-label and co-branded solutions, SurePayroll serves as a strategic partner to a diverse range of businesses and trusted advisors, including financial institutions and accountants.
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