WOBURN, Mass.--(BUSINESS WIRE)--Kaspersky Lab North America announced today that its business products technical support and premium services teams were awarded the highest level of certification at the Technology Services World (TSW) conference in Las Vegas.
This is the second year in a row that Kaspersky Lab was designated a Level I Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA). To achieve a Level I Certified Support Professional (CSP-I) designation, companies must have 90 percent of their support staff successfully complete a course designed to teach them advanced field service communication skills. Kaspersky Lab also earned Level II Certification Support Professional (CSP-II) status. For this certification, the teams completed a course designed to improve the technical troubleshooting capabilities of technicians at all levels of the support organization.
“Our team is dedicated to delivering the highest level of customer service every day,” said David Mello, senior vice president of support and services, Kaspersky Lab North America. “Completing these programs and being awarded these certifications demonstrates our tireless commitment to exceeding customers’ expectations. We will continue to further develop our tools and abilities to ensure that we are providing industry-leading support programs and delivering an exceptional support experience for Kaspersky Lab customers.”
Miller Heiman Group’s Service Ready program delivers TSIA’s customer service and critical thinking certificate courses for frontline support professionals. Exclusive to TSIA members, the Support Staff Excellence program strengthens agents’ technical abilities with the relationship and trouble shooting skills required to ensure total customer satisfaction.
In order to be eligible for the TSIA Support and Services Excellence certifications, Kaspersky Lab participated in weekly training and certification programs from May through July of 2016. These education sessions and testing exercises were conducted with individuals, managers and as a team. The program goals included improving agent performance, increasing customer satisfaction scores and reducing call time.
For the CSP-I training, the team built upon its success in 2015, and achieved the following metrics:
- 39 percent improvement in customer satisfaction according to management tool, Net Promoter Score, which gauges the loyalty of a firm’s customer relationships
- 30 percent improvement in the average speed to answer chat messages
- Six percent improvement in the average speed to answer phone calls
With regard to the CSP-II course the team achieved the following key metrics:
- 100 percent of Kaspersky Lab Support Staff completed the CSP-II certification
- 48 percent improvement in case escalation quality
- 18 percent improvement in support team productivity time
- 2.6 percent improvement in the average time to problem resolution
About Kaspersky Lab
Kaspersky Lab is a global cybersecurity
company founded in 1997. Kaspersky Lab’s deep threat intelligence and
security expertise is constantly transforming into security solutions
and services to protect businesses, critical infrastructure, governments
and consumers around the globe. The company’s comprehensive security
portfolio includes leading endpoint protection and a number of
specialized security solutions and services to fight sophisticated and
evolving digital threats. Over 400 million users are protected by
Kaspersky Lab technologies and we help 270,000 corporate clients protect
what matters most to them. Learn more at www.kaspersky.com.
About TSIA
The Technology Services Industry Association
(TSIA) is the world's leading organization dedicated to advancing the
business of technology and services. Technology services organizations
large and small look to TSIA for world-class business frameworks, best
practices based on real-world results, detailed performance
benchmarking, exceptional peer networking opportunities, and
high-profile certification and awards programs. TSIA corporate members
represent the world's top technology companies as well as scores of
innovative small and mid-size businesses in four major markets:
enterprise IT and telecom, consumer technology, healthcare and
healthcare IT, and industrial equipment and technology. TSIA's editorial
blog, Inside
Technology Services, is widely recognized by technology service
professionals for providing thought leadership and insights into
industry trends and best practices. Visit us at www.tsia.com,
follow us on Twitter @TSIACommunity,
or connect with us on LinkedIn
and Google+.
About Miller Heiman Group
Miller Heiman Group has
historically been recognized as one of the largest training companies in
the world, but is quickly becoming one of the most prolific business
solutions provider in sales and service performance. Built on legacy
brands such as Miller
Heiman, AchieveGlobal,
Huthwaite,
Impact
Learning Systems, Channel
Enablers, and CSO
Insights, Miller Heiman Group is backed by more than 150 years of
experience and performance. Our Be
Ready Solutions offer more sales- and customer service-based
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game-changing insight to sales performance and customer experience. This
allows you to build and sustain a successful, customer-focused
organization that drives profitable revenue and top-line growth on a
global scale. To learn more, visit our website.
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