Employees get a sinking feeling when they look at their paychecks and they’re wrong! If they believe the payroll department didn’t calculate their overtime properly or deducted too much for their health insurance, the first thing they do is reach for the telephone. Then, the payroll staff has to drop everything and reconstruct what happened to determine if they were paid the proper amount.
Outsourcing suppliers are responsive in a crisis. Forty-five minutes after the first plane hit the World Trade Center, Compaq executives were on the phone, putting together a triage of support for its eight financial clients with Recover-All contracts as well as its many other customers headquartered in the twin towers. Tom Simmons, vice president of Compaq Managed Services in Stowe, Massachusetts, says within three hours Compaq had organized a crisis center routing telephone questions to Colorado Springs and opened a walk-in facility near Madison Square Garden manned by its Northeast sales team. A crisis Web site was online that night.