Quote:
Originally posted by Alex From San Diego
What are those parameters within your SOP for the "ADJUSTMENTS?"
Is it less than .003% CB ratio.
What is the Paycom formula?
|
Adjusting the scrub rate on a particular site has little to do with a magic number. Although, the intended goal is to remain within all required card association ratios.
The decision to adjust a scrub has more to do with seeing unusual activity paired with an increase in customer service calls and/or an increase in credits or chargebacks. It's even more than that, say for example, if the calls were about a server or technical problem, our tech suppport would be in touch with you. We wouldn't be adjusting your scrub. The specifics about why we do what we do are not going to be discussed here or anywhere else. It is
our banking relationships we must maintain and our
client's portfolio's that we must protect.
As for customer service, our 24/7/365 billing support center has been in operation for nearly eight years and takes thousands of calls every day. Our scripts have been adjusted, evaluated, re-adjusted, re-evaluated, improved upon and tweaked to the point that each new employee goes through a rigorous training of two weeks before they ever speak to a customer. You would have to prove it to me if you think you can find an area where Paycom's Billing Support is not doing exactly what they should be. There is always room to improve, but with the data we have, the banking relationships we've made, and countless number of phone calls we've received, I really think those guys have it down to a science.