Customer Service Metrics
Customer Satisfaction
Emails, calls, and walk-ins to the University Payroll & Benefits Customer Service Center are tracked using TeamDynamix Software, TouchPoint Phone System, and Microsoft Office. Below is the total number of University Payroll & Benefits Customer Service cases resolved each month between January and March 2024.
Cases Closed
January………………………………………….………………3,413
February…………………………………..……………………3,783
March…………………………………………………......…….3,303
TOTAL……………………………………...…………......10,499
Payroll Operations Metrics
During the first quarter of 2024, 48 Disposition 05 errors had to be manually fixed by UPB Payroll Operations. This error occurs when an employee’s required statutory deductions are not active or do not exist during the pay period.
Payroll Adjustments Processed
Below is a breakdown of the total number of adjustments to pay transactions processed by UPB Payroll Operations for the fourth quarter of 2023.
ADJ_DATE | COUNT |
24-JAN | 5,408 |
24-FEB | 6,492 |
24-MAR | 5,507 |
TOTAL: | 17,407 |
