Benchmark Service Performance Against Industry Leading Service Providers
The Service Capability & Performance (SCP) Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The program provides the framework and language for communicating best practices and creates a network of professionals actively engaged in delivering the highest quality of service possible.
Service Quality Standards
The SCP Standards offer many benefits and a number of features that assist organizations in driving improvement and benchmarking performance. Deployed worldwide for more than a decade, the SCP Standards are helping improve the service experience for millions of technology users around the globe.
Program Benefits
Increase Efficiency and Productivity
The SCP Standards focus on optimizing performance in a wide range of business process areas necessary to deliver top quality customer service and support. By enhancing performance in these areas, your organization will become more efficient and effective at meeting customer needs.
Maximize Financial Performance
The SCP Standards create value by focusing your organization on results that directly impact financial performance, such as improvements in operational effectiveness and significant contributions to customer retention and acquisition efforts.
Achieve Global Consistency
The SCP Standards provide a catalyst to drive consistency throughout service and support organizations and across functional areas such as eservices, professional services, technical support, call center and field service operations. Regardless of the size of your operation, the SCP Standards can enhance operational performance, optimize business process, and drive increased efficiency and productivity.
Integrate Industry Best Practices
The SCP Standards establish a community of companies committed to delivering exceptional service and support. The programs provide the framework and language for communication of best practices among participants and create a network of professionals actively engaged in driving higher levels of service within the marketplace.
Create a Competitive Advantage
Participation in the SCP Standards provides an opportunity to demonstrate to clients, shareholders, investors, and prospects the commitment your company has made to service excellence.
Program Features
Independent Audit of Service Quality
Participating organizations have the opportunity to undergo an independent audit of their operations annually to ensure they are meeting the stringent requirements defined in the SCP Standards.
Industry Benchmarking
The unique evaluation process used to measure performance enables benchmarking among certified organizations for over 100 business factors defined in the programs.
Best Practice Sharing
Participants in the SCP Standards have access to best practices used within the community through online best practice examples, best practice showcase events held around the world, and through networking with peers in the industry. The best practice sharing helps to enhance performance and leverage the experiences of industry leading organizations.
Insider Newsletter
The Insider newsletter helps keep our community up to date on what’s happening in the industry. The monthly newsletter includes information on upcoming events, newly submitted best practice examples, articles, and other valuable information.
Premium Website Membership
SCP Standards participants have access to premium content available on our member website. The website includes best practice examples, presentations and articles from certified companies. It also provides other features to promote networking among the community of participating companies.
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