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Support Staff Excellence Certification Program

Support Staff Excellence (SSE) is a powerful staff development program designed to enable the delivery of a superior customer support experience by developing your most critical service delivery resource: your people. TSIA partners with customer support training authority Miller Heiman Group to provide online or in-class training and corresponding certification tests.

Training and certification programs span customer success, technical support, and field service for staff as well as supervisors and managers. TSIA research has proven that strong employee development programs are a key driver in achieving:

  • Positive end-to-end customer experience
  • Service delivery efficiency
  • Reduction in service staff attrition
  • Higher first-call resolution
  • Decreases in escalation
  • Improved customer satisfaction, loyalty, and retention rates
  • Overall performance gains that reduce costs

Individual Certification (Certified Support Professionals – CSP)

SSE training courses offer rapid skills acquisition and accelerated time to TSIA certification. Participants who successfully complete a program become a Certified Support Professional (CSP) and receive a certificate signed by TSIA Executive Director, Thomas Lah. TSIA membership is not required to participate in the individual certification program.

Certified TSIA Courses

Each of the following courses are new for 2017, consist of several modules, and include a corresponding online certification test.

(SRP) Service Ready Program – Core Modules

This program is designed with an end-to-end view of the customer experience. All service and support staff and management will benefit from sessions, workshops, and tools that will vastly improve interactions with both internal and external customers. The Service ReadyTM program provides the framework and techniques to develop skills that make every interaction a high-value experience for the customer. Participants will achieve TSIA (Service Ready) certification while learning to navigate tough situations and personalize the experience along every step of the customer’s journey.

(CSP) - Service Ready for Technical Support

This program is designed for professional technical support representatives who are candidates for TSIA’s CSP certification. Service Ready for Technical Support™ teaches your employees technical support communication skills and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as the reduction of average handle time and increasing first-call resolution rates.

(CSP) - Service Ready for Field Service

This program is designed for professional field service representatives who are candidates for TSIA’s CSP certification. Developed especially for technology-based industries, Service Ready for Field Service™ teaches your employees the field service communication skills they need and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as improving operational issues like fix rates and adherence to service level agreements.

(CSP) - Diagnostic Troubleshooting to be Service Ready

This course is designed to improve the troubleshooting abilities of technicians at all levels of a support organization who are candidates for TSIA’s CSP certification. Diagnostic Troubleshooting to be Service Ready™ 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) - Coaching to be Service Ready

This course is designed for call center and help-desk managers, supervisors, and team leads who are candidates for TSIA’s CSP certification. Coaching to be Service Ready™ teaches front-line leaders to construct a customer-focused culture with appropriate standards for performance. They will be ready to use the skills and communication approaches established in all of the Service Ready™ coursework to coach employees to higher levels of success.

Certified Support Staff Excellence Center

TSIA member companies that successfully complete the Support Staff Excellence (SSE) program at an organizational level will be eligible for the designation Certified Support Staff Excellence Center (CSSEC). 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.

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 TSIA's conference awards gala.
  • Listing on the TSIA website.
  • Use of the Certified SSE Center certification logo.
  • Opportunity to publish in a TSIA online publication, or to present in a TSIA webinar or at a TSW 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.

Level I – Certified Support Staff Excellence Center

  • Ninety percent of front-line support staff must successfully complete (or renew for re-certification) a CSP course of instruction and certification.
  • Ninety percent of management staff must successfully complete (or renew for re-certification) the CSP 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* – Certified Support Staff Excellence Center

  • Ninety percent of front-line support staff and their managers must successfully complete an additional set of CSP course of instruction and certification.
  • Substantively improve two pre-determined key performance indicators for your support center.
  • *Additional levels may be achieved with each additional set of course instruction and certification completed.
  • SSE is Powered by
  • Miller Heiman Group
  • and Certified by
  • TSIA

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