Altitude Software, the leading independent global contact centre solutions vendor, announced that it was recognized as a Certified Support Staff Excellence Center (CSSEC) on October 26 at the Technology Services World conference in Las Vegas, Nevada.
The Technology Services Industry Association (TSIA) and Impact Learning Systems (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (SSE) program. Support Staff Excellence, offered by TSIA and delivered by ILS, is a powerful staff development program that enables the delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. As a result of their achievements through the SSE program, Altitude Software achieved the “Certified Support Staff Excellence Center” designation.
The TSW conference is the preeminent source of learning and peer networking in the services industry and is hosted by TSIA, the leading association for today’s technology services organizations. ILS is a provider of industry-accredited customer communications training for front-line technical support and field service professionals. Companies typically initiate the SSE program to achieve a change in a particular business metric such as customer satisfaction or first-time resolution.
“We are honored to recognize Altitude Software for achieving this high industry standard,” said Tom Rich, senior vice president of programs for TSIA. “TSIA’s Support Staff Excellence program focuses on the key drivers in finding, motivating, and retaining top talent. Having earned the Certified Support Staff Excellence Center designation, Altitude Software has demonstrated an enduring commitment to service excellence, with highly engaged and customer-focused employees driving loyalty and retention.”
"As a technology-based company, Altitude’s Customer Assistance teams consist of highly specialized engineers with strong technical skills, focused on solving customer's technical problems" states José Fonseca, Executive Vice President Customer Assistance at Altitude Software. "Working with TSIA and Impact Learning Systems, we have developed communication skills and tools, and succeeded in accelerating problem resolution and increasing customer satisfaction. We have also developed troubleshooting best practices to ensure consistency of processes and improve the first contact resolution ratio".
In 2010, Altitude Software earned the Certified Support Staff Excellence Center designation from TSIA. Altitude Software global technical customer assistance operations had also achieved ISO 9001 Quality Certification in 2008, a first in the CRM industry, making a difference as an organization striving to provide world class services and added value to customers and partner businesses through the 15 offices Altitude Software currently operates around the world.
"The third party audits and certification recognize Altitude’s delivery of superior customer service experience through support staff development. Altitude Software has an outstanding track record of being strongly committed to customer satisfaction and peace of mind. Our global customer assistance teams performance is now second to none" states José Fonseca. "Together with the leading association worldwide for technology services, we have achieved operational goals and delivered service metrics that underline Altitude Software's unique service capabilities in supporting customer's contact center innovation and operations".
SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores.
About Altitude Software
Follow us on Twitter (twitter.com/Altitudesoft ), LinkedIn (linkedin.com/companies/altitude-software ) and Facebook (facebook.com/altitudesoftware ).
The Technology Services Industry Association (TSIA.com) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs.
About Impact Learning Systems
As industry leaders in understanding and improving the representative/customer interaction, Impact Learning Systems (impactlearning.com) offers training, consulting, and customized services to help the world’s most successful companies build top-performing teams.
Suzanne Hite, TSIA
E: suzanne.hite[.]tsia.com / P: 410-774-5322