ROW
Your caller is looking for payroll in Mexico and Florida. Would you create an ROW lead?
No. If they want both U.S. and international payroll, you'd route based on employee count and put the international country and number of employees in the "description" box.
Your caller tells you they are an ADP Client in the UK but now want to set up payroll in Texas. Would this be a client or prospect lead?
This is a Client lead
What are three of the products from our AVS SOP that would qualify your lead to be routed to AVS?
Wisely (Wisely ONLY for SBS has its own SOP, so refer to that Wisely Only Requests )
Wage Garnishments
Unemployment Insurance
Employee Retention Tax Credits (ERTC)
Employment Verification Services
ACA Compliance or Reporting or Healthcare Compliance or Reporting (POI choice would be Healthcare Compliance)
Work Opportunity Tax Credits (WOTC)
Other types of tax credits will apply as well
Smart Compliance
Your caller is a current client with ADP and is now looking for Time and Attendance only. They have 75 employees. Would you follow the MAS Standalone HR or Time and Attendance SOP?
No. That SOP is specifically for prospects. We would not follow that SOP for clients.
Your caller is asking to get a quote for payroll for 20 employees in Guam. Would you disqualify?
Yes. Guam is specifically for a multi country lead with more than 25 employees.
If your caller is wanting to set up international payroll, but they have 1200 employees, where would you send your email engagement?
GES trumps the ROW so you'd send your email engagement to Alan McDonough but you would also copy Florent Gil from the International group.
Your caller tells you they currently have ADP Roll payroll, but they want to upgrade to Run or some type of full service payroll. Would this be a client or prospect lead?
This is a client lead.
What number do you call when you are warm transferring an AVS lead to ADP?
There isn't a number to dial. We do not warm transfer AVS leads. We will simply tell the caller that we've sent the information to the specialist and someone will get back to them within 90 minutes.
Your caller is looking for payroll but they have 1200 contractors and want them to remain contractors. Where would you route this?
MAS. Even though the employee count is over 1000, for 1099 contractors we'd still route to MAS per the SOP.
Your caller is asking to get a quote on payroll in South Korea. Should you disqualify?
No. South Korea is not on the sanctioned countries list.
Your caller wants payroll in China and Mexico. They have 22 employees in China and 10 in Mexico. What number would you enter in the employee count field?
22. We do not combine employee counts for international leads. If you have multiple countries, you'd enter the one with the most employees in the lead form and put the remaining countries and their employee counts in the "description" box.
A franchise owner calls in to set up payroll. If they don't already use ADP, would this be a prospect or a client lead?
This is a prospect lead. If they aren't already using ADP for payroll, it's prospect, even if the rest of the franchise uses ADP.
Do you need to send an email engagement to AVS after you've created a lead?
No. You simply "Share with ADP" and they will get a call back within 90 minutes.
When a caller asks for a quote for payroll in Puerto Rico and has 10 employees. Where would you route this lead?
MAS. All leads for any employee count would get routed to MAS with the exception of GES sized businesses.
A caller tells you they are working on a school project for a business class, and they need to get a quote for payroll. Should you disqualify?
Yes. We only send over qualified sales leads for legitimate businesses to ADP.
Your caller is looking for a quote on payroll for 30 employees in Venezuela. How would you route this?
You wouldn't! This would not be a lead because this is a sanctioned country. You would just tell them “I’m sorry, but we are a U.S. company and for legal reasons, we are unable to serve countries under U.S. Sanctions".
Your caller tells you they have 92 employees and are using ADP for Workers Compensation. They currently use Gusto for their payroll provider and they now want to set up payroll with ADP. Is this a client or prospect lead?
Prospect. Companies with 50+ employees must have payroll to be considered a client.
What disposition would you use for an AVS lead when you "Share with with ADP"?
No Transfer Complete - Not Prompted
If your caller wants payroll for one employee and they are located in Hawaii, where would you route this lead?
MAS. Regardless of EE count, payroll in Hawaii OR US Virgin Islands would be routed to MAS.
Your caller is a prospect with 10 employees and they are looking to get Wisely cards. They do their payroll in house and have no interest in changing. Should you disqualify?
Yes. Because they are not interested in payroll, SBS sized businesses would simply be referred to Wisely direct.
If your caller is wanting a quote for payroll in Taiwan, what country would you pick in the countries list?
Chinese Taipei
Your caller states their account was previously terminated two weeks ago due to non-payment. Would you create a client or prospect lead?
Neither. If it's been less than 30 days since their account was terminated, we'd send them to Support.
Your caller is asking for Employment Verification but also wants payroll. They have 25 employees. Where would you route this lead?
SBS. If the caller is also looking for payroll, we'd simply route based on employee count, not to AVS.
Your caller has 52 employees and is looking for HR only. They are not an ADP client. Where would you route this lead?
MAS HR or T&A Standalone
Your caller is looking for payroll for their hemp business. Should you disqualify?
Yes. ADP doesn't do business with anything in the hemp, CBD or Cannabis industry in the US at this time. The only time they can is if it's in Canada.