Customer support is certified
A
Citect product story
Edited by the Engineeringtalk editorial team
Oct 10, 2005
Citect has become the first Australian-owned company to achieve certification under the prestigious Support Centre Practices (SCP) Certification programme.
Citect has become the first Australian-owned company to achieve certification under the prestigious Support Centre Practices (SCP) Certification programme.
Citect achieved certification after an extensive audit of its Sydney-based, global customer support centre.
SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.
"Citect sees providing high quality support to our global customers as a top priority and has become SCP Certified as a demonstration of our commitment and to ensure we are delivering the highest levels of service and support to our customers", said James Cowie, Citect Director, Global S-Business.
SCP Certification, the internationally recognised standard created by a consortium of leading technology companies and Service Strategies Corp, defines best practices for delivering world-class technology support.
The programme quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results.
SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of approximately 100 business elements defined in the program.
Certified organisations must demonstrate their continued commitment to high performance standards through annual recertification audits.
"During the SCP audit it was clear that Citect customer support is assiduously attentive to customer requirements.
Information and knowledge are shared openly within Citect to facilitate timely, accurate and informed responses to customer support requests", said Jerry Concannon, Service Strategies Corporation.
Citect joins the ranks of over 200 leading technology companies around the world, that have achieved the prestigious and sought-after SCP Certification, including Nokia, EMC and Xerox Corporation among others.
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