TriNet, a Call Center HR Solution

As I have stated before, I am not really satisfied with the customer service model TriNet has adopted, but I do like the fact that I am more likely to get an answer to my question usually within the same day. I really don't like talking to a different person each time I call. The payroll approval process is not always the same from pay period to pay period.

TriNet is pretty user-friendly, but there are a few things that could be improved. I have already mentioned the issue I have with Workforce Analytics, so I won't reiterate what I wrote earlier. I do like the free app that I have downloaded to my phone. I mention this to my new hires and encourage them to take advantage of it.

TriNet has adopted a less personalized service model, which is something I would like to see change. I rarely speak to the same person twice. My calls are usually answered by someone in the Reno, Nevada call center. To me, it would make more sense to speak to a representative who is in the same state and can answer state-specific questions. I do have to admit that there are times when I get an answer more quickly because I can call in and usually get someone on the phone within a few minutes; however, I wish it were more personal. Maybe a particular team could be assigned to a certain number of clients. That way, we have the possibility of speaking to the same person and developing a relationship with that representative.