American Powers Conversion Becomes The First Power Protection Provider To Achieve Support Centre Practices (SCP) Certification

“The increasing use of customer support desks has lead to high service expectations in the customers’ mind. All too often the words ‘please hold the line’ infuriate valuable and potential customers,” said Peter Dolan, APC’s Director of Customer Support EMEA. He continued: “Recent advances in technology mean customers expect a more tailored approach to resolve their problems. This support is increasingly being relied upon to drive customer retention in a competitive marketplace. This award illustrates our commitment to maintaining high standards in quality customer service.”

“By passing the rigorous requirements necessary to achieve SCP Certification, APC has made it clear it is committed to delivering world-class support to their customers,” said Ben Stephens, principal, Service Strategies Corporation. “During the SCP Certification audit, APC demonstrated a clear commitment to customer satisfaction and continuous improvement.”

SCP Certification is an internationally recognised standard devised by the Service & Support Professionals Association (SSPA) and a consortium of IT companies to create a recognised quality certification for Support Centres and to provide a method of benchmarking for Support Centre practices. SCP Certification requires comprehensive on- site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.

In achieving this certification, APC will be granted access to best practise examples shared among the community of certified companies, along with access to benchmark data that provides a vehicle for comparative study and ongoing improvements. APC joins companies including EMC, Compaq and Microsoft in achieving this award.

About Support Centre Practices (SCP) Certification
The Support Centre Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The Service & Support Professionals Association (SSPA) and thirty-five 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 is made up of over 500 of the world’s leading technology companies and provides a value added forum where service and support professionals share ideas and discuss developing trends. For more information about SSPA, visit www.supportgate.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 or visit www.supportgate.com/scp.