Impact Learning Systems

Now available as a privilege of membership

Support Staff Certification Impact Study

Simply submit this request to immediately view the validated impact of the SSPA-certified Support Staff Excellence program on:

call handle times
first time resolution rates
escalated calls
customer satisfaction levels

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I am interested in learning more about the SSPA Support Staff Excellence Program and how to pilot the impact on key performance metrics.

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See how they achieved results like these.

• Enterprise application software leader realizes 31% improvement in resolved service requests while improving call handle times by 16% and customer SAT 9.5%.

• Pilot test among top IT firms reveals average improvement in first contact resolution rates of 7.5%, call handle times 9.8% and customer SAT 9.5%.

• Popular online network is able to reduce length of service conversations by 9% while actually improving customer satisfaction.

. Financial industry firm turns service into a brand differentiator; improves customer satisfaction scores by 37%.

• Industrial lighting manufacturer helps turn service requests into selling opportunities; improves unit sales revenues 23%.

• Health services plan improves supervisor application of key monitoring and coaching skills by 37.5%.