Service Standards

The primary goal of Payroll Customer Service is to resolve payroll related issues in a timely manner. To achieve this, Payroll Customer Service has created the following standards: 

  • All payroll related inquiries (Phone calls, Voice mail, E-mail, Walk-Ins) will be routed to Tier 1 Customer Service Representatives resolution if possible and entry into Clarify.

  • If the Tier 1 representative cannot resolve the issue they will assign severity to the issue and dispatching to Tier 2 Customer Service Representatives for researching. The severity level will reflect the type of issue and any foreseeable timing constraints.

  • Messages left on the Payroll Customer Service voicemail will be retrieved four times a day and Clarify cases will be created.

  • Response time for a Customer Service Representative to make contact is 24-48 hours depending on case volume and the severity of the issue. Not all issues can be resolved during the initial contact; however, a case will not be closed until the issue is resolved.

Automatic Call Distribution

The Automatic Call Distribution system begins all calls in Urbana and then routes the call through the system to find the next available agent. CITES' telephony system is limited to 64 call entry ports. When all ports are busy, you will hear continuous ringing. Although this doesn't happen often, please hang up and try again to reach a Customer Service Representative or leave a message.

Last Updated: July 29, 2008