GE Fanuc Automation Americas, Inc., an affiliate of GE Industrial Systems, today announced that its iGlobalCare Support Center has earned the distinguished Support
Center Practices (SCP) Certification for the second time. This distinction is reserved for only those companies who can meet the rigorous customer support
performance standards defined by the SCP program.
“The certification process enables us to measure our support delivery against industry best practices,” said Claire Cerrato, GE Fanuc's Director of iGlobalCare Products.
“Achieving SCP Certification continues to demonstrate the dedication to our support center's customers and the high value we place on meeting their needs.”
SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program.
Certification measures factors such as customer satisfaction, corporate commitment and strategic direction, performance metrics and other key areas of the support
operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
The audit itself is a two-day activity that assesses every area of the support organization, ensuring that best practices are in place and being followed, while preparation
activities alone enable companies to fine-tune their organization and make certain that world-class services are being provided to customers.
By passing the rigorous requirements necessary to achieve SCP re-certification, GE Fanuc has made it clear they are committed to delivering world-class support to their
customers, said Jerry Concannon, SCP Auditor. During the SCP Certification audit, GE Fanuc demonstrated its leadership in training as well as their ability to leverage
traditional support tools and the latest technologies to deliver world-class technical support.
Further demonstrating GE Fanuc's commitment to delivering superior customer support, several members of the iGlobalCare team have received individual certification as
well. The CSM Professional Certification program, designed for technical support managers and directors, was developed with more than fifteen member companies of the
Service and Support Professionals Association (SSPA) advisory board. Certified Support Manager and Certified Support Specialist are designations held by associates at all
levels of the support team, indicating these individuals have completed specialized coursework and have mastered the skills necessary for excellent customer support.
About Support Center Practices (SCP) Certification
The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The
SSPA and forty of its member companies created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into
defining the key elements required for delivering World Class support. The SSPA represents over 21,600 service executives in over 2,500 support centers worldwide.
SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. For more information
about SSPA, visit http://www.theSSPA.com. Service Strategies Corporation is responsible for administering the SCP
Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, email
info@servicestrategies.com or visit http://www.scpcertification.com/.
About the SSPA CSM Certification Program
The CSM Professional Certification program, designed for technical support managers and directors, was developed with more than fifteen member companies of the Service
and Support Professionals Association (SSPA) advisory board. Successful completion of the CSM course prepares participants to take the SSPA Certification exam.
Successful completion of the exam results in SSPA CSM certification - recognition by the foremost certification board in the service and support industry.
In today’s competitive market, this program can provide the distinction that sets individuals and companies apart as the best of the best in the technical support industry.
To learn more about the CSM Training Course and how it can improve the business skills of your support personnel, contact Service Strategies Corporation at 800.552.3058,
email info@servicestrategies.com, or visit http://www.ssc-training.com/csm. To learn more about the Service and Support
Professionals Association, visit www.thesspa.com
For more information about GE Fanuc's iGlobalCare program, visit www.gefanucautomation.com/services/default.asp.
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