San Diego, CA (September 10, 2003) -- Service Strategies Corporation (Company
Profile, Past
Stories, Case
Studies), provider of industry-standard certification and training programs that ensure delivery of consistent, high-quality customer service and support, today
announced that its Support Center Practices (SCP) Certification program, the worlds leading quality standard for technology support, was the focus of in-depth sessions held
in Loosdrecht, The Netherlands and Sydney, Australia between July 01 and July 29, 2003. These summits included European and Asia-Pacific SCP Best
Practices Users Forums and SCP European and Asia-Pacific Sponsor Meetings.
Hosted by Service Strategies partners Instituut Eikenrode in The Netherlands and Workplace Solutions in Australia, the sessions provided an opportunity for the international
SCP community to come together, discuss best practices, share ideas, and talk about challenges they face in delivering world-class support in European and Asia Pacific
markets. “The SCP Best Practices Users Forum was an ideal setting for Nokia to share its experiences and learn from the views, insights, and best practices of
others,” states Stuart Freemantle, Technical Assistance Centre Manager EMEA, for Nokia Internet Communications. “It is a highly-valuable tool.”
In 2002, Nokia EMEA and Americas Technical Assistance Centres achieved Support Center Practices (SCP) Certification for the delivery of world-class customer support -
the culmination of an intensive effort in measuring, documenting, and improving Nokia TAC customer service procedures. The Nokia Asia-Pacific TAC is preparing for
audit this year.
Each of the SCP sessions provided unique insight into the practices used by attending and sponsor companies. “The Best Practices User Forum is an excellent
example of how participants in the SCP Certification program are willing to share their experiences and ideas with other participants,” states Greg Coleman, Service
Strategies Vice President of Certification.
As part of the annual process of updating the SCP Certification program, sponsor companies contribute their insights into evolving industry requirements, as viewed from
their market segment. The sponsor meetings included a review of SCP program content to help enhance future editions and further strengthen the SCP standard.
Additionally, the groups reviewed satisfaction feedback collected through surveys conducted after each of the approximately one-hundred certification audits
conducted throughout 2002. “Review and discussion of this feedback contributes to driving ongoing improvements,” says Coleman. “Not only in the content
that makes up the SCP program, but also in the methods used to deliver the program globally.”
“Service Strategies would like to thank the SCP community of sponsors and program participants for their contributions,” states John Hamilton, Service Strategies President.
“We would also like to thank our partners for organizing these events and helping to make SCP the leading quality standard for technology support in the European
and Asia Pacific communities, and around the world.”
An additional European sponsor meeting is planned for September 2003, leading to the SCP global sponsor meeting scheduled for September 28th, 2003 in Savannah, GA.
About the Support Center Practices (SCP) Certification Program
The Support Center Practices (SCP) Certification program addresses service quality issues that affect the rapidly growing technology support industry. The Service and
Support Professionals Association (SSPA) and approximately 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 22,000 service
executives in over 2400 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/.
To learn more about the Support Center Practices (SCP) Certification program and what it can do for your support organization, contact Service Strategies Corporation at
800.552.3058, email info@servicestrategies.com, or visit www.scpcertification.com.
About Service Strategies Corporation
Headquartered in San Diego, CA, Service Strategies advances service excellence for quality-minded organizations by providing industry-standard certification and training
programs that ensure delivery of consistent, high-quality customer service and support.
Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. In
addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational
effectiveness.
The world’s leading service and support providers use Service Strategies’ Support Center Practices (SCP) Certification program as a roadmap for service excellence and a
qualitative and quantitative measure of success. For more information, visit www.servicestrategies.com, email info@servicestrategies.com, or call toll free
800.552.3058
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