INDIVIDUAL CERTIFICATION
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TSIA partners with customer support training authority Impact Learning Systems to provide online training and corresponding certification tests in five key areas.
Participants who successfully complete a program become TSIA Certified and receive a certificate signed by TSIA executive director Thomas Lah. This program provides training courses that offer customer support professionals rapid skills acquisition and accelerated time to TSIA certification. TSIA membership is not required to participate in the TSIA individual certification program.
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research has proven that strong employee development programs are a key driver in finding, motivating, and retaining top talent. Top talent is more engaged. Highly engaged employees are more customer-focused, leading to higher customer satisfaction, loyalty, and retention. A well-trained support staff also enables you to reduce call times, achieve higher first resolution rates, and decrease call escalation. These performance gains enable service and support operations to reduce costs.
Certified TSIA Courses
Each of the following online courses consists of several modules and includes a corresponding online certification test:
(CSQ) Customer Service Communications Training
This program is designed for non-technical customer service representatives who are candidates for TSIA’s Customer Service Qualified (CSQ) certification. Getting to the HEART of Customer Service™ teaches your employees all the professional skills they need to be TSIA Certified and to make a positive difference with customers, both internal and external.
(CSP-I) Customer Support Training for Technical Support Representatives
This program is designed for professional technical support representatives who are candidates for TSIA’s Certified Support Professional I (CSP-I) certification. Getting to the Heart of Technical Support™ teaches your employees the technical support communication skills they need to be TSIA Certified and make a positive difference with customers, both internal and external while reducing average handle time and increasing first-call resolution rates.
(CSP-I) Customer Support Training for Field Service Representatives
This program is designed for professional field service representatives who are candidates for TSIA’s Certified Support Professional I (CSP-I) certification. Developed especially for technology-based industries, Getting to the Heart of Field Service™ teaches your employees the field service communication skills they need to be TSIA Certified and make a positive difference with customers in the field. In addition, they'll be able to improve operational issues like fix rates and adherence to service level agreements.
(CSP-II) Diagnostic Troubleshooting and Critical Thinking
This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process in order to reduce time to resolution and the associated costs.
(CSP-M) Support Center Coaching
This program is designed for call center and help desk managers, supervisors, and team leads who are candidates for the Certified Support Professional Manager (CSP-M) certification. Making It Happen™ teaches front-line leaders how to set standards for performance and coach employees to higher levels of success.
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.