Mercer’s Taxation Tool Reduces Call Center Errors (2018 Case Study)
This innovation earned Mercer Bronze for Best Use of Performance Support in the 2018 Brandon Hall Group HCM Excellence A
- Claude Werder
- Learning and Development, Human Resources
To stay competitive and retain clients, organizations needed a higher level of service in their call centers when pension and 401K participants seek advice about taxes on withdrawals. To meet that need, Mercer created a taxation tool and training that simplifies the legal language in tax rules and regulations and helps call-center reps understand IRS codes, calculate federal tax withholding, and consult on state tax withholding. This innovation earned Mercer Bronze for Best Use of Performance Support in the 2018 Brandon Hall Group HCM Excellence Awards.
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