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Support Standard

The Global Standard for Technical Support Quality

The Service Capability & Performance (SCP) Standards provide a framework for service improvement and help to enhance the capabilities and performance of service operations, while guiding their ongoing development. The SCP Support Standard defines 12 major criteria required to operate a successful technical support operation. These criteria are broken down into detailed business elements, each with specific performance metrics, best practice guidelines and measurable results. The outcome is a framework representing over 100 major service factors used to determine the overall effectiveness of a support operation.

Service Organization Capability & Performance

The SCP Standards represent the broad scope of business practices necessary to deliver the highest quality service and support. Companies that execute against these benchmarks will ensure they are maximizing their capabilities and have optimized business processes to drive higher levels of operational performance, customer satisfaction and loyalty.

The SCP Support Standard provides clear guidelines that enable organizations to:

  • Increase customer satisfaction and loyalty by improving operational effectiveness and staff productivity
  • Implement a continuous improvement program to achieve and maintain world-class levels of performance
  • Benchmark technical support operations against best in class organizations and best practices to further enhance performance

Leveraging SCP Standards helps to improve the capability and performance of service operations, while letting customers know that the company is committed to excellence and willing to adhere to global standards.

Support Center Certification

An organization can attain certification against the standards through successfully completing a certification audit. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification.

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