Transcript Document

Help Desk Institute’s
Support Center Certification
Optimal Support
a Division of Optimal Connections, LLC
Program Overview
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The growth and evolution of the support industry has
created the need for programs designed to increase
industry best practices through unified standards
 HDI has met this industry need with its Support Center
Certification (SCC) program
 The HDI SCC was designed to improve the
effectiveness of the support services industry by
providing a reference model, internationally recognized
industry standards, and an accompanying certification
program
 The HDI SCC standards are developed upon eight core
areas required to have a state-of-the-art support
center operation
History of the SCC Program
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In 1998, HDI sponsored an initiative to develop open
certification standards by working with more than 25
practitioner experts from around the world
Two committees were formed – one for individual
certification and another for support center
certification
The SCC model is designed to conform to existing
international quality standards (i.e., European
Foundation for Quality Management (EFQM), the
Malcolm Baldridge National Quality Awards, and
ISO9000
The Certification Committee
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The HDI SCC open standards committee is
comprised of a worldwide consortium of industry
leaders with representatives from:
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Bank of America
Sun Microsystems
Pink Elephant
NCR Corporation
Sprint
JPC Group
Intervox Group
HDI Global Entities
The Result: HDI Support
Center Certification
The HDI Support Center Certification program is
the first and only…
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Open
Standards-based
Internationally recognized
… certification program for support centers.
The Result: HDI Support
Center Certification
Numerous benefits include:
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Starts you on a journey to excellence
Creates a consistent standard of excellence for multisite operations
Provides recognition and reward for best-of-class
support centers
Increases employee morale and employee retention
Achieving Support Center Certification gives you a
competitive advantage
Develops more cohesive support organizations
Use of the HDI Support Center Certification logo
The SCC Standards
Eight core areas are represented by 67 individual standards statements.
The Audit & Certification
Process
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Preparation for the SCC Audit
The SCC audit
HDI SCC audit review
SCC award and fulfillment
Promotion and publicity
Re-certification
Preparing for the Audit
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Because the standards are open, the option is
available for the preparation work to be
completed internally.
Should you need assistance, Optimal
Connections is available for consulting,
assessment, and preparation assistance.
Preparation options available:
 Internal review of SCC standards with respect to
opportunities for improvement
 HDI’s online SCC Self-Evaluation tool
 Engaging an HDI SCC Auditor such as Optimal
Connections for assessment, preparation
assistance, and any necessary consulting
The Audit Process
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Optimal Connections (OC) is extremely qualified
and experienced in the industry, and is trained by
HDI to perform efficient, effective, and accurate
audits.
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The complexity and length of the audit depend
upon the scope and size of the support
organization.
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Pricing is based on a per site basis, with
consideration for multi-site certification.
Steps in the Audit Process
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OC receives letter of intent from client; copies HDI
OC forwards all pre-work material to the client for
preparation and assembly of documentation and
other materials
Client assembles pre-work per instructions, forwards
to OC
OC reviews all pre-work, schedules interviews and
observations, is on-site 2-3 days per site for
interviews and site review
OC analyzes results and prepares complete report
OC recommends pass/fail to HDI; the client will be
made aware of failure concerns before the audit is
completed. In case of failure, the auditor and client
will agree to a re-audit within 90 days.
SCC Audit Review
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HDI carefully reviews all audit documents and
materials for completeness and compliance to
the HDI SCC Standards.
With the assistance of the audit report and the
Optimal Connection’s recommendation, HDI
makes the final decision regarding award of the
Support Center Certification.
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HDI review includes:
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 5-day turnaround on review process
 Phone verification as needed
Support Center Certification
Award
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Once approved to receive “HDI Certified Support
Center” status, HDI provides the client with
award materials and certificates.
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Awards provided to HDI Certified Support
Centers:
 Congratulations letter from from Ron Muns, HDI’s
Founder and CEO
 HDI SCC certificate
 HDI SCC award plaque
Promotion & Publicity
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A key benefit of attaining Support Center Certification
is the recognition and reward a support center
organization (and its company) receives as a result of
achieving this prestigious certification.
Promotion and publicity opportunities:
 Use of the HDI SCC logo for web site, business cards,
company signage, apparel, etc.
 Joint press release
 Company logo and description listed on HDI web site
under “HDI Certified Support Centers”
 HDI-written case study
 Article in HDI’s member magazine, SupportWorld and
other editorial opportunities
 Recognition at HDI national events and local meetings
The Re-certification Process
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Initial HDI Support Center Certification is effective for
two years.
Maintaining HDI Certified Support Center status
demonstrates commitment to ...
– the program and its standards
– a pledge to best practices, quality operations and
performance
– achieving on-going customer satisfaction
– a continuing positive work environment for employees.
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A certification subscription is available to extend
certification status for an additional five years through
yearly mini-audits.
HDI Certified Support Centers
Become HDI Support Center
Certified!
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For more information on how to achieve
Support Center Certification, visit the
Optimal Support web site at
www.optimalsupport.com, or contact
Paul Dooley at (949) 305-3544.
Help Desk Institute’s
Support Center Certification
Optimal Support
a Division of Optimal Connections, LLC