Sup­port Staff Excel­lence Cer­ti­fi­ca­tion from TSIA

Founded in 1989, the Tech­nol­ogy Ser­vices Indus­try Asso­ci­a­tion (TSIA) is an indus­try trade asso­ci­a­tion for ser­vice and sup­port pro­fes­sion­als. It rep­re­sents tech sup­port, field ser­vice, and cus­tomer rela­tions orga­ni­za­tions around the globe.

TSIA’s top tal­ent pro­gram focuses on the key dri­vers in find­ing, moti­vat­ing, and retain­ing top tal­ent. Highly engaged employ­ees are more cus­tomer focused, lead­ing to higher sat­is­fac­tion, loy­alty and reten­tion. To help develop this tal­ent, the TSIA has part­nered with Impact Learn­ing Sys­tems to offer indi­vid­ual and depart­ment or com­pany cer­ti­fi­ca­tion through the Sup­port Staff Excel­lence program.

Indi­vid­ual Certification

Train­ing and cer­ti­fi­ca­tion for employ­ees of TSIA mem­ber and non-member com­pa­nies is avail­able in five key areas:

Cer­ti­fied Sup­port Pro­fes­sional (CSP-I): Get­ting to the Heart of Tech­ni­cal Support™

Designed for pro­fes­sional tech­ni­cal sup­port rep­re­sen­ta­tives, Get­ting to the Heart of Tech­ni­cal Sup­port™ will teach your employ­ees the pro­fes­sional sup­port skills they need to become TSIA cer­ti­fied and make a pos­i­tive improve­ment in the level of ser­vice offered to your cus­tomers, both inter­nal and external.

Cer­ti­fied Sup­port Pro­fes­sional (CSP-I): Get­ting to the Heart of Field Service™

This pro­gram is designed for pro­fes­sional field ser­vice rep­re­sen­ta­tives in technology-based indus­tries. Get­ting to the Heart of Field Ser­vice™ will teach your field ser­vice employ­ees the pro­fes­sional sup­port skills they need to become TSIA cer­ti­fied and to make a pos­i­tive impres­sion when at the customer’s location.

Cer­ti­fied Sup­port Pro­fes­sional (CSP-II): Diag­nos­tic Troubleshooting™

This course is designed to improve the tech­ni­cal trou­bleshoot­ing abil­i­ties of tech­ni­cians at all lev­els of a sup­port orga­ni­za­tion. Diag­nos­tic Trou­bleshoot­ing™ will teach your tech­ni­cians the pro­fes­sional trou­bleshoot­ing skills they need to become TSIA cer­ti­fied and to make a pos­i­tive dif­fer­ence with your customers.

Cus­tomer Ser­vice Qual­i­fied (CSQ): Get­ting to the Heart of Cus­tomer Service™

Designed for non-technical cus­tomer ser­vice rep­re­sen­ta­tives, Get­ting to the Heart of Cus­tomer Ser­vice™ will teach your cus­tomer ser­vice rep­re­sen­ta­tives all the pro­fes­sional skills they need to become TSIA cer­ti­fied and to make a pos­i­tive dif­fer­ence with cus­tomers, both inter­nal and external.

Cer­ti­fied Sup­port Pro­fes­sional — Super­vi­sors (CSP-M) Mak­ing It Happen™

This pro­gram is designed for sup­port cen­ter and help desk man­agers, super­vi­sors, and team leads. Mak­ing It Hap­pen™ will teach your lead­ers how to coach employ­ees and rein­force skills learned dur­ing train­ing. You’ll enjoy improve­ments in both employee sat­is­fac­tion and cus­tomer satisfaction.

The Sup­port Staff Excel­lence pro­gram fol­lows a four-step process to drive ser­vice deliv­ery effi­ciency improve­ments reduce ser­vice staff attri­tion, and improve cus­tomer sat­is­fac­tion scores:

1. Pro­gram Plan­ning
   We meet with you to iden­tify the key suc­cess fac­tors that will deter­mine the return on invest­ment from the pro­gram, then cus­tomize the train­ing pro­gram to be sure these suc­cess fac­tors are achieved.
2. Focused Imple­men­ta­tion
   Our Impact-certified train­ers or your train­ing staff  will deliver online and/or class­room train­ing in the areas needed to develop the required skills and com­pe­ten­cies among your front-line sup­port staff and supervisors.
3. Coach­ing
   We work with your sup­port cen­ter man­age­ment team to rein­force train­ing cur­ric­ula and iden­tify any areas of low performance.
4. Suc­cess val­i­da­tion
   After course­work is com­pleted, your sup­port staff com­plets the TSIA CSP-I, CSP-II, CSQ or CSP-M cer­ti­fi­ca­tion exam online.

Depart­ment or Com­pany Certification

TSIA mem­ber com­pa­nies that suc­cess­fully com­plete the Sup­port Staff Excel­lence pro­gram will be eli­gi­ble for the des­ig­na­tion “Cer­ti­fied Sup­port Staff Excel­lence Cen­ter.” In order to encour­age con­tin­u­ous improve­ment, the term of cer­ti­fi­ca­tion will be for one year from the date of com­ple­tion, renew­able in one-year increments.

As a TSIA mem­ber, you can achieve this des­ig­na­tion at the level of a sin­gle call cen­ter, busi­ness unit, or at a geo­graphic or corporate-wide level. The des­ig­na­tion will apply only to that por­tion of your com­pany that has suc­cess­fully com­pleted the Sup­port Staff Excel­lence program.

Cer­ti­fi­ca­tion Benefits

• A press release announc­ing your achievement
• A plaque you can be proudly dis­play in your center
• Recog­ni­tion at the TSIA con­fer­ence awards ceremony
• List­ing on the TSIA web site

Ini­tial Cer­ti­fi­ca­tion Criteria

• 90% of your font-line sup­port staff must suc­cess­fully com­plete the CSP-I course (for tech­ni­cal sup­port or field ser­vice) or the CSP-II course (for diag­nos­tic trou­bleshoot­ing) and related certifications.
• 90% of your super­vi­sory staff must suc­cess­fully com­plete the CSP-I or CSP-II courses and the CSP-M course (for front-line super­vi­sors) and related certifications.
• Two met­rics iden­ti­fied at the out­set of the pro­gram as key per­for­mance indi­ca­tors must be sub­stan­tially improved.

Sub­se­quent Years

• 90% of your front-line sup­port staff must have suc­cess­fully com­pleted or renewed their CSP-I and/or CSP-II cer­ti­fi­ca­tion within the past three years.
• 90% of your super­vi­sory staff must have suc­cess­fully com­pleted or renewed their CSP-I and/or CSP-II cer­ti­fi­ca­tion within the past three years.
• Two key per­for­mance indi­ca­tors must be sub­stan­tially improved.

A well trained sup­port staff enables you to reduce call times, achieve higher first con­tact res­o­lu­tion rates, and decreased esca­la­tions.  With these per­for­mance gains in your ser­vice and sup­port oper­a­tions, you’ll be able to mea­sur­ably reduce costs and increase efficiency.

To get started on the road to Sup­port Staff Excel­lence, sched­ule a demo or give us a call today.