- Focus Areas
- Strategic Services
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:
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.
Each of the following online courses consists of several modules and includes a corresponding online certification test.
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 Ready 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.
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.
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.
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.
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.
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:
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.