Will payroll offshoring impact customer service?

When it comes to payroll outsourcing, clear communication and quality customer care are a must.

It’s essential for your business to feel supported and confident that your needs are being met.

After all, payroll issues can have major impacts, and no one wants the headache of unanswered questions or delays – the whole reason many businesses outsource is to alleviate the stress!

While some have claimed that payroll offshoring leads to poorer communication and care, this simply isn’t the case.

Ensuring customer care is always the priority

When a payroll outsourcing provider adopts an offshoring approach, it simply means that certain tasks are performed by a team located in another country.   

A common misconception about payroll outsourcing providers who rely on offshoring is that there will be a decline in customer service and communication.  

Within the industry, misguided criticisms have arisen around customer care, claiming that offshoring complicates communications and that language barriers will lead to misunderstandings.

Simply put, this is not the case.

At IRIS Payroll Services, your customer account will be assigned to a dedicated member of our UK processing team, and you’ll continue to engage with that person during the tenure of your engagement. *

Yes, there may be certain cases where you will establish a relationship with an offshore team member.

However, rest assured that your service will remain high quality, with the offshore team being equally committed to: 

• Excellent customer care 
• Strong client relationships 
• Timely responses 
• Professional communication 
• Ongoing training and development

More content: What does payroll offshoring mean for my data security?

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More than an empty promise 

We appreciate that you hear the same story from every supplier.

We all say that we offer ‘good customer service’ but, in many cases, there is no tangible proof, leading to it often feeling like an empty promise. 

At IRIS Payroll Services, we don’t just claim to provide good service, we back it up with customer satisfaction data. 

Our commitment to excellent customer service is demonstrated through our customer sentiment (CSAT) score, where our offshore team in India have received an overall score of 80%.  

Note: with a CSAT, a good score is considered anything between 70-85%. 

Additionally, our Net Promoter Score (NPS) for all our managed services is +40. 

Note: NPS is run on a scale of -100 to 100, and a good score is anything above 0. 

Furthermore, both our onshore and offshore teams have also been certified as Great Places to Work, further cementing the brilliant environment we are continuously seeking to cultivate.

Good, happy colleagues and teams mean the best possible service for customers!  

IRIS Payroll Services: one unified team 

By offshoring, outsourcing providers are often able to handle your payroll processes quicker and more precisely, working across different time zones to get the work done, even while you’re asleep!   

At IRIS Payroll Services, we use a mix of onshoring and offshoring, but it’s important to remember that all teams work together, adhering to the same accredited policies and processes to deliver a secure, high-quality payroll service.  

Our offshoring team are part of IRIS Payroll Services and an extension of our IRIS payroll centre of excellence, receiving the same comprehensive training and using the same industry-leading software as our onshore team.  

Note: all information regarding offshoring in this blog relates to IRIS Payroll Services.  

New guide: Challenging the misconception of offshoring   

We live and breathe payroll! One in six UK employees are paid through our broad range of payroll solutions, and five million employees use our global and domestic payroll and HR solutions. 

Our new guide aims to demystify concerns surrounding offshoring and outline the benefits it delivers, covering: 

• What is offshoring 
• Payroll security 
• Service expertise  
• Provider communication  
• And more! 

FREE Guide: Challenging the misconception of offshoring

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Why work with IRIS Payroll Services