The Service Capability & Performance (SCP) Standards codify the technology industry's best practices for creating and maintaining world-class performance in technical support centers, field service operations, internal corporate IT support centers, and those call centers dealing with technical subjects, frequent escalation, and resolution of complex problems. SCP-based professional certifications provide confirmation that individuals within the support organization have the skills necessary to drive and sustain significant business improvement.
The SCP Standards were created by a consortium of leading companies from the technology industry committed to delivering world class services, along with industry associations and others. SCP Standards are updated annually to stay current with evolving trends and increasing customer demands and address disciplines such as:
The SCP Standards benchmark service effectiveness based upon stringent performance standards and represent industry best practices. Individuals may earn credentials evidencing their knowledge of and readiness to apply these standards for best practices. These certifications, specific to job roles and responsibilities, are earned and respected in countries worldwide.
After completing online or instructor led courses, candidates can obtain certification of their understanding of the course content and application in real world situations. These certification programs ensure that participants have actively participated and absorbed the materials defined and presented in the courses.
Available certification designations match typical support, field service, and professional service organization career roles, from non-technical customer service representatives to support managers. While career certification is an optional component of career development offerings, it is an exceptional tool that helps ensure your organization's service and support leadership are getting the most out of each training dollar spent.
Program criteria cover key performance factors such as customer satisfaction,
service delivery processes, financial and operational performance, staff
development and key organizational interfaces among others.
The Value of Certification
Certification ensures that help desk professionals have received formalized training in the advanced skills necessary to deliver excellent support and customer care.
For the organization, certification advantages include:
For the professional, certification can provide established and highly marketable skills that are valued by management, and well as a career boost and credentials that customers, peers, and management will respect.
For the professional, certification advantages include:
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright 2008 Resource Center for Customer
Service Professionals, LLC. All rights reserved.
Last modified June 01, 2008