Certification Programs for the Support Industry

Certification Programs for the Certification Programs for the Support IndustrySupport Industry

Presented by:

Service Strategies Service Strategies Advancing Service ExcellenceAdvancing Service Excellence

www.servicestrategies.com

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What’s Happening in the Industry?What’s Happening in the Industry? Product / service quality is increasing Digitally connected world is driving customer expectations

higher Technology enhancements are improving deliverables Certification and call center standards are evolving Products increasing in complexity

Growing Emphasis on QualityGrowing Emphasis on Quality What separates those that “say they can” and those that “can do”? Quality and consistency of service / protect – retain – increase revenue What differentiates an original from a replica – Certification of Certification of

Authenticity!Authenticity!

Resulting from Customer Demands

Impact Upon the Support Impact Upon the Support OrganizationOrganization

Greater demands on people / process / technology

Increased need for multiple service / delivery channels

Better / faster / cheaper serviceConsumers are willing to pay a higher price for service if a seller can deliver a solid product with support that frees up buyers resources.

Service is the DifferentiatorService is the Differentiator

Quality of Service is today’s product Service supports products (Past) Service leads to new sales (Revitalized Trend) Service is the product (Today)

Support CenterSupport CenterCertificationCertification

Why a Support Center“Certification” Program?

A set of “benchmark” guidelines are needed within the industry Certification establishes a standard for measuring quality service Focuses Call Centers on process and results Provides recognition for those companies/operations that deliver

exceptional service

Terms for Service CentersTerms for Service Centers

Help Desk Support Center Call Center Contact Center TAC – Technical

Access Center Service Center Customer Interaction Center

Defining an Industry Defining an Industry StandardStandard

The SSPA (Service & Support Professionals Association) started the initiative to develop the certification standard

41 North American, European & Asia/Pacific SSPA member companies involved in SCP development

All Service Segments Represented

SCP Program Also Endorsed By:

ICSA

Service Segments RepresentedService Segments Represented

Large Help Desk Operations

Small Help desk Operations

Multi-National Database Support

Complex Support Automation Vendors

PC Consumer Support Vertical Applications

Support Hardware and Software

Support Operations Third-Party Outsourcer

Support

SCP Certification SponsorsSCP Certification Sponsors

CompuCom Systems Hyperion Software Corp IDX Systems Corporation Inacom Corporation Intuit, Inc. Landmark Graphics Lawson Software Lockheed Martin McKesson Corp. Oracle Corporation QAD, Inc.

Rockwell Automation The Sabre Group Software AG Best Software Silicon Graphics, Inc. SPS Payment Systems SPSS Inc. Sybase, Inc. The Ultimate Software

Group, Inc. Peoplesoft Xerox Corporation

Candle Corp. Hyperion Landmark Graphics Mentor Graphics Microsoft Computer Associates Rockwell Automation SPSS Stream International Sybase Xerox Corporation

North American SponsorsNorth American Sponsors European SponsorsEuropean Sponsors

Asia Pacific SponsorsAsia Pacific Sponsors

Cognos Compaq EMC Landmark Graphics

Mentor Graphics Network Appliance Peoplesoft SPSS

Program AttributesProgram Attributes

Provides a single

standard for the

service industry that

describes World

Class Support.

Do it Yourself !

Doesn’t require

external consulting

to implement.

Focuses support

centers on process

and results. Defines

hard measures

where possible that

apply across the

service industry.

What’s the Program All About?What’s the Program All About? Annual support center

based certification

In-depth preparation to achieve certification

Comprehensive on-site audits verify results

Feedback on best practices from auditors

Eleven key certification criteria sections

Approximately 100 business elements

Comprehensive weighting and scoring system

Measured results are the basis for certification

Journey to SCP CertificationJourney to SCP Certification

CorporateCorporateCommitment &Commitment &

StrategicStrategicDirectionDirection

8%8%

CustomerCustomerFeedbackFeedback

20%20%ServiceServiceDeliveryDelivery

ProcessesProcesses17%17%

PerformancePerformanceMetricsMetrics

12%12%

TrainingTrainingProgramsPrograms

10%10%

PeoplePeopleProgramsPrograms

10%10% ProductivityProductivityToolsTools

8%8%

ElectronicElectronicServiceServiceDeliveryDelivery

8%8%

TotalTotalQualityQuality

ManagementManagement3%3%

R&DR&DInterfaceInterface

2%2%

Sales &Sales &ServicesServicesInterfaceInterface

2%2%

SCP Certification Criteria #1SCP Certification Criteria #1

Customer Feedback Establishing the satisfaction metrics Collecting data / using feedback to drive

continuous improvement Measuring performance Managing towards the goal


Service Delivery Processes Gathering information Setting expectations Communicating proactively Establishing goals for response and

resolution


Performance Metrics Setting the goals Focus on response and resolution Measuring performance Financial performance Meeting the objectives


Training Programs Customer communication Technical skills Tools and processes Problem solving and troubleshooting


People Programs Establishing career paths Reviewing performance Building teamwork Communicating internally


Corporate Commitment & Strategic Direction Commitment to support as a strategic

function Strategies for delivering support Funding the operation Developing the management


Productivity Tools Customer data management Problem solving and knowledge

management Communication systems Automated and self help support


Electronic Service Delivery Planning and strategy Internet services. Self help tools. Measuring performance


Total Quality Management Participation in quality initiatives Managing service levels with critical

suppliers Representing the customer to development Setting internal and external expectations Participating in the release process


Research & Development Interface Meeting with R&D Defining requirements Communicating with development Tracking escalations and enhancement

requests


Sales and Services Interface Understanding the sales process Communicating the support process Communicating customer issues and status Capturing opportunities for add-on business

Two Day On-site Audit

Industry Expert

Staff Learning Opportunity

Audit ExperienceAudit Experience

SCP Goes GlobalSCP Goes Global

Brazil

Greece PortugalSweden

Singapore

Canada

United States

FranceBelgium

IrelandGermany

The NetherlandsSpain

United Kingdom

Australia

IndiaJapan

MalaysiaNew Zealand

Taiwan

The SCP program is used in all major business regions of the world. Currently, The SCP program is used in all major business regions of the world. Currently, technology support organizations in 20 countries are deploying the program.technology support organizations in 20 countries are deploying the program.

Striving for Global CertificationStriving for Global CertificationSome participating companies pursuing the vision of world

class support through global consistency

Value of SCP CertificationValue of SCP Certification

Increase Operational EfficiencyIncrease Operational Efficiency Examples

Improved resolution time Improved response time Lower cost per interaction

Result Lower operational costs Direct correlation to Improving Customer satisfaction 100% of centers reported improved effectiveness

and/or efficiencies of the processes in place within their support centers.


Architectural Plan for SuccessArchitectural Plan for Success Examples

Provides framework to build world-class service infrastructure

Helps set priorities based on unique criteria and element weighting scheme

Result New or Startup operations use SCP as a ROADMAP to

develop service infrastructure Mature operations use SCP to assess their capability

• Validate good practices• Identified areas for improvement


RecognitionRecognition Examples

Internal recognition elevates morale within the call center organization

Customers appreciate the value of pre/post sales support

Result Raised Awareness of Support Organization 84% of centers reported that becoming SCP Certified

helped to raise internal/external awareness of value of the Call Center

Leverage service as a competitive advantage Market the SCP achievement


Global ConsistencyGlobal Consistency Examples

Common service processes Consistent use of tools Standard set of service metrics Knowledge capture and reuse Service strategy and vision

Result Strategic Planning Focus 92% of centers reported SCP Certification helped to proved

additional focus on strategic planning for their organization. High quality support delivered consistently around the world

SCP Certirfication Index# Category Name

1.0 Customer Feedback 111.0 93.1

2.0 Customer Relationship Management 110.0 120.2

3.0 Performance Metrics 118.7 102.3

4.0 Training Programs 98.3 109.4

5.0 People Programs 113.0 121.6

6.0 Corp. Commitment & Strategic Direction 122.3 114.4

7.0 Productivity Tools 129.2 117.3

8.0 Electronic Service Delivery 141.7 102.0

9.0 Total Quality Management 124.2 90.7

10.0 R/D Interface 100.0 84.4

11.0 Sales Interface 122.7 86.6115.3 107.2

SCP Mean

Your Data

Benchmark of most recent 25 SCP Certified centers

Optional Notes:

60 70 80 90 100 110 120 130 140 150

1.0 Customer Feedback# Element Name

1.1 Customer Satisfaction Process 4 2.71.2 Event Driven Survey 2 3.01.3 Periodic Satisfaction Surveys 3 2.51.4 Satisfaction Data Collected by Independant Organization 4 3.51.5 Event Surveys Tied to Representative and/or Team Performance 5 2.81.6 Customer Satisfaction Tied to Service Management Compensation 3 2.11.7 Customer Focus Groups 3 3.11.8 Support Center Participation in Product User Groups 1 3.1

111.0 93.1

Your Data

SCP AVG

Optional Notes:

0 1 2 3 4 5

Top level analysis of your company data

compared to all other SCP Certified centers

Benchmarking & Best Practices ExchangeBenchmarking & Best Practices Exchange

Detailed benchmark comparison of your

data for each individual certification

element.

Value Added BenefitsValue Added Benefits

Industry benchmarking in audit reports Support Secrets database of best practices Success Story marketing program SCP Insider community newsletter SSPA / SCP events in North America, Europe

and Pacific Rim

Return on InvestmentReturn on Investment

Initial financial investment is less than 1/2 of a Full Time Equivalent per support center

Implementation costs are minimal with workload distributed across the organization.

Efficiency improvement are typically at least equivalent to 3 FTE’s per center

SCP Certification Process SCP Certification Process Step 1Complete SCP self assessment Step 2Advisory meeting and review with auditors Step 3Internal project manager forms teams and

begins preparation Step 4 Complete preparations – typically 3 to 12

months depending on your situation Step 5Schedule SCP audit date Step 6Pre-audit review / final readiness check Step 7 Extensive 2 day on-site audit Step 8 Re-certify annually through re-audits of the

call center

The real value from SCP Certification is in the journey

- Conclusion -- Conclusion -

Certification is no longer nice to Certification is no longer nice to have,have,

it isit is EssentialEssential..

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Certification Programs for the Support Industry

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