Thrive - Tools, Tips and Information for ADP Clients

Noticed Something New at ADP?

Notice anything different the last time you called your ADP Payroll service team? “We hope you have,” says Mark Benjamin, Executive Vice President, Small Business Services. “Our goal is to deliver the best possible experience to meet and exceed your expectations every time we talk to you – and this includes getting you what you need the very first time you call. We have a new approach to quality that begins with putting our clients and their needs first.”

What changes have we made? We’ve trained all associates on this new "first call" approach. This training is called Quality 1st, and it starts with providing our payroll associates the time and tools they need to respond to your requests quickly and anticipate your needs accurately. The Quality 1st program contributed to ADP climbing the rankings of the Training Magazine Top 125 list – jumping to 2nd Place in 2010 from 12th in 2009. Training magazine, one of the industry’s premier publications, selects its prestigious Training Top 125 from organizations with outstanding associate training and development programs, and we are very excited that our Quality 1st training has recently been recognized with this award.*

Here are a few other ways that ADP is investing in Quality 1st:

How are we doing? We’ve created a new survey to improve how we measure and diagnose client satisfaction and, as a result, have already identified several key opportunities from clients like you to improve our service. We capture client feedback daily from these surveys, and our quality teams review this data in real-time so they can handle client issues. Since the launch of our new service approach, we have seen significant increases in client satisfaction, and we are encouraged by feedback that indicates that our clients feel more valued by ADP, are more likely to stay with us and more likely to refer ADP.

The right size team – when it counts. Staffing your payroll service team with the right number of specialists is vital. We have invested in a system to better predict when we will receive calls to enable us optimize staffing and help ensure your service team can be reached quickly.

Helpful reminders about your payroll. Many of our clients rely on ADP to provide a reminder before they are scheduled to run a payroll. We offer a leading-edge reminder system that can be used to arrange a reminder call from ADP – so you know when to run payroll and your employees get paid on time. And, we offer clients easy-to-use ways to understand payroll liability requirements so that you can be sure to have the exact amount of funds you need in your bank account to complete a payroll run.

Payroll Expertise. Payroll is our passion, which is why so many businesses, like yours, entrust their payroll to ADP. We are designing a new associate training program to help ensure every person that services your payroll has the knowledge to deliver what you need.

“Client feedback, bigger investments in technology, enhanced training for our people and higher standards will help ensure that your ADP team of payroll experts is available when you need them,” said Benjamin. “As a client you expect a lot – and you should. It’s our job to deliver.”

*Training magazine February 2010

ADP publishes Thrive free of charge to its clients. It is accepted with the understanding that the publisher is not engaged in the business of rendering legal or accounting services. If legal, accounting or other professional assistance is required, the service of an attorney or a certified public accountant should be sought.