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By Andrew Hinchliff

Topics: Payroll


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Are you frustrated with your payroll provider? If so, now’s a good time to think about switching.

There are many good reasons to switch payroll providers. If you’re feeling the slightest doubt about your provider, consider making a change. If you’re in any of these four situations, it’s definitely time for a new payroll provider.

1. No One Ever Answers the Phone

When you have an issue with your payroll system or when you have a question, you need support right away. As a busy business owner, you don’t have time to call persistently and hope someone eventually picks up. You don’t have time to navigate complicated phone trees or spend hours waiting in a phone queue.

There’s no reason to stay with a payroll provider that doesn’t value your business enough to pick up the phone. When you call a payroll provider, the company should answer the phone right away. Some of the smaller to mid-sized payroll providers offer great response and resolution rates.

2. Phone Support Isn’t Available

Not being able to get a real person on the phone is bad enough. If your current payroll provider doesn’t offer phone support at all, that’s an even bigger problem.

Reading through the frequently asked questions section of your provider’s website may not answer your questions. Asking a question through an online form or an email isn’t much better. It can be hard to explain your issues in writing when it would be faster just to talk to someone on the phone.

Ideally, phone support should be available 24/7, despite some large companies abandoning it entirely. Whenever you have an issue with your payroll system, you should be able to reach out to the provider. Your issues and concerns are important, and you shouldn’t have to wait for a response.

3. You Receive Poor Customer Service

It’s frustrating to deal with poor customer service from your payroll provider. Sometimes, service reps don’t seem interested in solving your problems or aren’t qualified to help. They could end the call before you’ve reached a satisfactory solution. These types of problems can make you feel like no one really cares about you and your company.

You would never treat your paying customers like this, and you deserve to be treated better, too. While some of the bigger payroll companies may not prioritize customer service as much as you’d like, that’s not true for every company. There are alternative payroll companies that provide a personal service and prioritize their customers’ needs.

4. Communication Is Poor

Communication breakdowns can happen at big companies. These companies could have thousands of service reps, and you could talk to a different one every time you call. If those reps don’t communicate with each other, you could find yourself re-telling the same story every time you call. Promised follow-ups could fall through the cracks and leave you frustrated.

It doesn’t have to be like this. At some payroll companies, dedicated staff is provided for every account. That means you’ll always talk to the same people when you call with questions or concerns. Those people will be familiar with you and your business. When you call, you won’t need to waste time explaining who you are, what your business does, or what your outstanding concerns are.

If you’re not satisfied with your current payroll provider, now is the best time to make a change. Work with a new payroll provider that treats you like you deserve to be treated. With your new provider, you can enjoy good communication, good customer service, and prompt help over the phone from a dedicated and responsive representative who is assigned to your account. You’ll also benefit from a back-up representative who will also learn and cater to your needs!


Andrew Hinchliff

With over 30 years of experience, Paymedia’s Chief Operating Officer Andrew Hinchliff is a seasoned global business leader and results-driven human capital and workforce strategist who is well-versed in human capital management, workforce management, payroll outsourcing, and benefits administration. He’s passionate about strategy and innovation and is regularly sought out for assignments that create disruptions to current business models and practices. Andrew is actively involved in coaching youth football and is an avid golfer. His strong beliefs in philanthropy have him “giving back” by volunteering for a host of charitable foundations and community-based events.

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