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Help Desk Institute’s Support Center Certification PowerPoint PPT Presentation

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Help Desk Institute’s Support Center Certification. Optimal Support a Division of Optimal Connections, LLC. Program Overview. The growth and evolution of the support industry has created the need for programs designed to increase industry best practices through unified standards

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Help Desk Institute’s Support Center Certification

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Help Desk Institute’s

Support Center Certification

Optimal Supporta Division of Optimal Connections, LLC

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Program Overview

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

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History of the SCC Program

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

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The Certification Committee

The HDI SCC open standards committee is comprised of a worldwide consortium of industry leaders with representatives from:

Bank of America

Sun Microsystems

Pink Elephant

NCR Corporation


JPC Group

Intervox Group

HDI Global Entities

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The Result: HDI Support Center Certification

The HDI Support Center Certification program is the first and only…



Internationally recognized

… certification program for support centers.

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The Result: HDI Support Center Certification

Numerous benefits include:

Starts you on a journey to excellence

Creates a consistent standard of excellence for multi-site 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

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The SCC Standards

Eight core areas are represented by 67 individual standards statements.

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The Audit & Certification Process

Preparation for the SCC Audit

The SCC audit

HDI SCC audit review

SCC award and fulfillment

Promotion and publicity


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Preparing for the Audit

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 OptimalConnections for assessment, preparation assistance, and any necessary consulting

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The Audit Process

Optimal Connections (OC) is extremely qualified and experienced in the industry, and is trained by HDI to perform efficient, effective, and accurate audits.

The complexity and length of the audit depend upon the scope and size of the support organization.

Pricing is based on a per site basis, with consideration for multi-site certification.

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Steps in the Audit Process

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.

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SCC Audit Review

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.

HDI review includes:

5-day turnaround on review process

Phone verification as needed

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Support Center Certification Award

Once approved to receive “HDI Certified Support Center” status, HDI provides the client with award materials and certificates.

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

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Promotion & Publicity

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

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The Re-certification Process

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.

A certification subscription is available to extend certification status for an additional five years through yearly mini-audits.

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HDI Certified Support Centers

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Become HDI Support Center Certified!

For more information on how to achieve Support Center Certification, visit the Optimal Support web site at, or contact Paul Dooley at (949) 305-3544.

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Help Desk Institute’s

Support Center Certification

Optimal Supporta Division of Optimal Connections, LLC

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