CERTIFIED SUPPORT STAFF EXCELLENCE CENTER
TSIA member companies that successfully complete the SSE program at an organizational level 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:
Level I:
- Front-line support staff—90 percent of front-line support staff must successfully complete the CSP-I course of instruction and certification.
- Management staff—90 percent of management staff must successfully complete the CSP-I and
CSP-M courses of instruction and related certifications. - Substantively improve the two metrics identified at the outset of the program as key performance indicators for your support center.
Level II:
- 90% of front-line support staff and their managers must successfully complete the CSP-II course of instruction and certification.
- Substantively improve the two pre-determined key performance indicators for your support center.
To retain the designation in second and subsequent years, applicants must attest to the following:
Level I:
- 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.
- Management staff—90 percent of management staff have successfully completed or renewed their CSP-I and CSP-M certifications within the past three years.
- Substantively improve the two metrics identified at the outset of the program as key performance indicators for your support center.
Level II:
- 90% of front-line support staff and their managers have successfully completed or renewed their CSP-II certification within the past three years.
- Substantively improve the two pre-determined key performance indicators for your support center.
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 trophy 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.
The Support Staff Excellence program is delivered by Impact Learning Systems, a TSIA Services Excellence Alliance Partner. For further information, please contact Kathy Anderson, TSIA advanced programs project coordinator.