Dive Brief:

• In 2014, Paychex, an integrated HCM provider, introduced a new model of service and an online payroll system that essentially changed the way payroll specialists, who are the front line of the company, interact with clients. At the same time, they updated their training and development programs to better prepare employees for these roles.

• The Service Training Program (STP), has several goals. Payroll specialists who complete the training can assume client responsibilities earlier, take on advanced certifications, earn promotions and develop a stronger set of skills needed excel in the industry.

• Paychex reports a 56% increase in time savings since the new program went into effect in November, a marked improvement over their former legacy program.

Dive Insight:

Since it’s inception, the service training program, which uses a 3-phase blended learning process, has enabled the 165 payroll specialists who’ve completed the program to service more clients – up to 119 more per week. This has saved Paychex an estimated $1.9 million in just 2015 alone. Additionally, there has been a reduction in turnover by 3%.

Other companies can learn from the Paychex training and development model. Before rolling out the program, they formed an internal Training New Talent team made up of subject matter experts throughout the company to establish the KSAs needed by front-line employees to succeed.

Lorri Freifeld, who writes for Training Magazine, advised that, “The design of the program directly supports Paychex’s company values of accountability and partnership.” Freifeld adds, “The program places accountability on the learner to complete weekly assignments, and partner with the supervisor weekly to demonstrate retention and application of knowledge through observations and completed work assignments.”