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SSPA Report Defines World-Class Support(San Diego, CA November 19, 2002) – The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, today announced that SSPA Research has released a comprehensive report offering a definition of the often elusive term- world-class support. The report- Defining World- Class Support, Benchmarks and Best Practices, is the second in a series of comprehensive reports by SSPA Research that will examine all areas of the customer service delivery process and, provide solutions for industry service and support executives to apply in their own customer service operations.“This report presents performance benchmarks and best practices of world-class support organizations,” said Bill Rose, SSPA Founder/CEO. “With this report support managers and executives can gauge their own organizations performance against the targets established by SSPA through the review and analysis of leading companies.” What in the world is world-class support? The term is used frequently in mission statements, strategic plans and presentations to executives, customers, analysts and the media, yet there has not been a consistent definition of the term “world-class support.” For this reason SSPA has examined the practices and operational metrics of leading support providers to establish a consistent set of benchmarks and practices to define the standards for world-class support. This report examines 5 primary elements that make up world-class support • Customer Satisfaction • Customer Loyalty • Service Levels • People Management • Support Financials Throughout this report relevant industry averages are provided based on data from the 2002 Support Industry Benchmark Study. World class targets and benchmarks have been established based on analysis of performance metrics of SSPA STAR Award winners and the performance benchmarks of the top 5 percent of participants in the 2002 Support Industry Benchmark Study. “Year after year service and support managers struggle with how to determine whether or not they are providing world-class support benchmarked against the industry standards,” said Tom Sweeny, SSPA Director of Research. “Best practices described in this report are based on discussions with support executives within the SSPA community as well as a review of support materials and collateral provided to SSPA Research including a detailed review of the support practices of STAR Awards winners and applicants.” This report and associated model is an essential planning tool for support managers and executives. Please visit www.theSSPA.com to access and order your copy of the report. About SSPA Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents nearly 19,000 service professionals at 2,200 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration. SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.theSSPA.com or send an email to info@thesspa.com. Editorial Contact: Ron Johnson SSPA 909.244.7002 rjohnson@thesspa.com top of page |
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