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Payroll query desk for outsourced payroll clients
Answers pay questions from the employees of outsourced payroll clients: payslips, leave balances, pay dates and cut-offs, by phone, chat or text.
Talk to Grace at Larchmere Accountants
Larchmere Accountants is made up. Grace is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
When a firm runs payroll for dozens of businesses, every pay day brings a wave of calls from their employees. Most are the same few questions, and the payroll team answers them instead of checking the next pay run.
How it works
- Answers employees of each payroll client by phone, chat or text
- Explains payslips, leave balances, pay dates and timesheet cut-offs from the payroll records
- Only discusses an employee's own pay, once the portal confirms who they are
- Points bank account changes to the secure employee portal, and never takes them by phone or email
- Passes pay rate questions to the employer, and pay run errors to the payroll manager the same day
What it connects to
- CallerHi, I work at Tarrawood Event Hire and my pay this week looks short. You do our payroll, right?
- AgentThat's right, Larchmere runs payroll for Tarrawood. Can I start with your first name?
- CallerKyle.
- AgentThanks Kyle. Your six hours of overtime from last Saturday were approved by your manager on Tuesday, after the Monday midday cut-off. They'll be paid in next Thursday's pay run, $288 before tax.
- CallerOK. While I've got you, can I change the bank account my pay goes into?
- AgentYou can, but only in the employee portal, where you confirm it with a code sent to your phone. We never change bank details by phone or email, to protect your pay. I'll text you the portal link now.
Illustrative conversation. Names, numbers and details are made up.
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