Service Capability and Performance Standards (SCP)

Technical Support and Help Desk Certifications


Overview

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:

Support

Improving organizations that deliver remote support services
  • Technical Support
  • Online Support Services
  • Proactive Support Services

Field Service

Improving organizations that deliver onsite support services
  • Field Technical Support
  • Break/Fix Services
  • Product Maintenance Services

Professional Service

Improving organizations that deliver planned or proactive services
  • Product Implementations
  • System Integration
  • Product or Services Consulting

The Certifications

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.

SCP Standards-Based Certifications

Recommended Candidate Job Level

Certified Service Representative Click here for more information on this help desk and support center certification training course Non-technical service representatives, customer service reps, and call center agents
Certified Support Professional Click here for more information on this help desk and support center certification training course Front line technical support professionals, IT support center analysts, help desk professionals, senior customer service and call center representatives
Certified Support Specialist Click here for more information on this help desk and support center certification training course Senior technical support professionals, senior help desk and support center analysts, and team leads
Certified Support Supervisor Click here for more information on this help desk and support center certification training course Front line support supervisors, senior team leads, and new support managers
Certified Support Manager Click here for more information on this help desk and support center certification training course Clisk here for the worldwide directory of professional having earned this certification Both new and experienced support managers and directors
Certified Field Support Manager Click here for more information on this help desk and support center certification training course Both new and experienced field support managers and directors

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:

  • Quality assurance
  • Wide-spread industry acceptance of certification credentials
  • Savings of time, money, and effort by hiring and retaining certified employees

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:

  • Recognized proof to your employer of professional achievement
  • Credibility in a highly competitive market
  • Career enhancement with increased job opportunities


Internationally recognized SCP Standards-based certifications are endorsed by the RCCSP Professional Education Alliance and recommended for professionals that provide or manage internal, external, or outsourced support services to technology users and customers.
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Last modified June 01, 2008