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Support Center Practices Certification Program Achieves Global MilestoneCertification Program Reaches Milestone Despite Economic ClimateSan Diego, CA, December 13, 2001 –Service Strategies Corporation, program administrator of the Support Center Practices (SCP) Certification program, announced today that the program has achieved a significant milestone in terms of global expansion. Over 200 technology support centers are currently enrolled in the program with half of them having achieved certification. Participating support centers are located in approximately 20 countries spread across North and South America, Europe and the Asia Pacific region.SCP Certification, an internationally recognized standard created by the Service and Support Professionals Association (SSPA) and a consortium of leading IT companies, defines best practices for delivering world-class technology support. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. SCP Certification measures factors such as customer satisfaction, corporate commitment and strategic direction, performance metrics, research and development interface, 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 goal of many SCP program participants is to achieve certification on a global scale in order to deliver consistent, high quality support to their customers. Leading companies use the program to drive improvements through adherence to industry standards. Audit and benchmarking reports, which are provided at the end of the certification audit process, provide an overview of areas that exceed industry averages as well as areas needing improvement. The program has enjoyed steady growth since it’s inception four years ago. Over the past year, SCP experienced accelerated growth through the addition of numerous regional and global participants. This growth is a clear indication of the value the program provides to participating companies. SCP has quickly become the leading standard for defining world class support in the IT industry. Bill Rose, Founder and Executive Director of the SSPA, said “The continued growth of the SCP Certification program validates the ever growing demand for customer service quality standards. The program has been well accepted by our SSPA members and continues to attract top end companies that deliver world class technology support.” “We are extremely pleased to see that the technology support industry has fully embraced SCP Certification”, said John Hamilton, President, Service Strategies Corporation, which is responsible for administering the SCP program. “SCP has set an industry standard which allows companies not only to benchmark against their peers, but also to continually challenge themselves to improve the quality of service they deliver to customers.” Many multinational companies are pursuing the goal of certifying their support centers on a global basis in order to achieve absolute consistency of service delivery. Their customers will then experience the same high quality service regardless of which country they are located in. Many of these companies have multiple support centers certified in at least two of the three global support regions. These companies include Network Appliance Inc. (NTAP), Compaq Computer Corporation (CPQ), Stream International, EMC Corporation (EMC), PeopleSoft Inc. (PSFT) and Landmark Graphics Corporation to name a few. About Service Strategies Corporation Service Strategies Corporation (SSC) is responsible for administering the Support Center Practices (SCP) Certification program and conducting on-site certification audits. In addition, the company delivers training and consulting services for the support and Information Technology (IT) industry. For more information, contact Service Strategies Corporation at 858.674.4864 or visit the company's website at http://www.servicestrategies.com. For more information on SCP, visit http://www.supportgate.com/scp. About SSPA Founded in 1989, SSPA represents over 15,000 service executives in over 500 member companies worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com or send an email to info@supportgate.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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