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Certification Programs for the Support Industry. Presented by: Service Strategies Advancing Service Excellence www.servicestrategies.com. What’s Happening in the Industry?. Product / service quality is increasing Digitally connected world is driving customer expectations higher - PowerPoint PPT Presentation
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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
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
SCP Certification Criteria #2SCP Certification Criteria #2
Service Delivery Processes Gathering information Setting expectations Communicating proactively Establishing goals for response and
resolution
SCP Certification Criteria #3SCP Certification Criteria #3
Performance Metrics Setting the goals Focus on response and resolution Measuring performance Financial performance Meeting the objectives
SCP Certification Criteria #4SCP Certification Criteria #4
Training Programs Customer communication Technical skills Tools and processes Problem solving and troubleshooting
SCP Certification Criteria #5SCP Certification Criteria #5
People Programs Establishing career paths Reviewing performance Building teamwork Communicating internally
SCP Certification Criteria #6SCP Certification Criteria #6
Corporate Commitment & Strategic Direction Commitment to support as a strategic
function Strategies for delivering support Funding the operation Developing the management
SCP Certification Criteria #7SCP Certification Criteria #7
Productivity Tools Customer data management Problem solving and knowledge
management Communication systems Automated and self help support
SCP Certification Criteria #8SCP Certification Criteria #8
Electronic Service Delivery Planning and strategy Internet services. Self help tools. Measuring performance
SCP Certification Criteria #9SCP Certification Criteria #9
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
SCP Certification Criteria #10SCP Certification Criteria #10
Research & Development Interface Meeting with R&D Defining requirements Communicating with development Tracking escalations and enhancement
requests
SCP Certification Criteria #11SCP Certification Criteria #11
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.
Value of SCP CertificationValue of SCP Certification
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
Value of SCP CertificationValue of SCP Certification
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
Value of SCP CertificationValue of SCP Certification
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..
www.servicestrategies.comwww.servicestrategies.com