SUPPORT STAFF EXCELLENCE
Support Staff Excellence (SSE) is a powerful staff development program that enables the delivery of a superior customer service experience by developing your most critical service delivery resources: your people.
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:
- Program Planning
Our training experts meet with you to identify the key success factors that will determine the return on investment from the program. The experts will design a custom training program that is designed to achieve your success factors. - Focused
Implementation
We deliver online or classroom training in key areas to develop the required skills and competencies among your front-line support staff and supervisors. - Coaching
Our training experts work with your service staff to reinforce training curricula and identify any areas of low performance. - Success Validation
We repeat the performance assessment and compare with the baseline to confirm and quantify the results of the program.
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New for the SSE Program! Corporate Certification and Award Program
TSIA member companies that successfully complete the SSE program will be eligible for the designation “Certified Support Staff Excellence Center.” The term of the certification will be for one year from the date of completion, renewable in one-year increments. Member companies can achieve the designation at the level of a single call center, business unit, or geography, or at a corporate-wide level. The designation will apply only to that portion of the member company that has successfully completed the SSE program, in accordance with the criteria outlined below.
To achieve the initial designation as a “Certified Support Staff Excellence Center,” applicants must achieve the following levels of participation by their support employees:
- Front-line support staff—90 percent of front-line support staff must successfully complete the CSP-I course of instruction and certification.
- Supervisory staff—90 percent of supervisory staff must successfully complete the CSP-I and CSP-S courses of instruction and related certifications.
To retain the designation in second and subsequent years, applicants must attest to the following:
- Front-line support staff—90 percent of front-line support staff have successfully completed or renewed their CSP-I certification within the past three years.
- Supervisory staff—90 percent of supervisory staff have successfully completed or renewed their CSP-I and CSP-S certifications within the past three years.
Certified Support Staff Excellence Centers will be conferred the following upon receipt of their initial designation:
- A press release announcing their achievement of the certification.
- A plaque that can be proudly displayed in their center.
- Recognition at the association’s conference awards ceremony.
- Listing on the TSIA Web site.
- Use of the Certified SSE Center certification logo.
- Opportunity to publish in a TSIA online publication, or to present at a TSIA Webcast or conference.
In addition, Certified
Centers who maintain their standing in second and subsequent years will receive
a special certificate.
Support Staff Excellence uses your chosen performance metrics to ensure that
your staff internalizes the key elements of the training program and can
improve their interactions with your customers on a sustained level.
This program is delivered by Impact Learning Systems, a TSIA Services Excellence Alliance Partner. Learn more about TSIA's Support Staff Excellence Certifications and Awards.