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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 MHI Global 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.

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.

Certified TSIA Courses

Each of the following online courses consists of several modules and includes a corresponding online certification test.

(ACS) Achieving Customer Success Training (NEW!)

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. ACS provides the framework and techniques to develop skills that make every interaction a high-value experience for the customer. Participants will achieve TSIA (ACS) certification while learning to navigate tough situations and personalize the experience along every step of the customer’s journey.

(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.

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. 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 at a TSIA webinar 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.

Level I – Certified Support Staff Excellence Center

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

  • Ninety percent of front-line support staff and their managers must successfully complete (or renew for re-certification) the CSP-II course of instruction and certification.
  • Substantively improve the two pre-determined key performance indicators for your support center.
  • SSE is Powered by
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  • TSIA

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