TSIA has awarded Alcatel-Lucent Enterprise for excellence in customer support services for the second year in a row as a result of improving efficiency.
ALE, operating under the Alcatel-Lucent Enterprise brand, has been recognized by the Technology Services Industry Association (TSIA) for excellence in support services for a second year in a row. The TSIA has presented the “Certified Support Staff Excellence Center for Networks, Level 2” award to the ALE Networking Services group and the Level 1 award to the ALE Communications Services group to recognize their previous year’s accomplishments.
The TSIA SSE award is a formal recognition of companies who have achieved certification in the SSE program. Award recipients are evaluated based on performance metrics, training programs and demonstrations of how these programs can improve interactions with customers and channel partners on an ongoing basis.
To receive the award, the Alcatel-Lucent Enterprise Customer Care group had to demonstrate the delivery of high quality customer service which included certifying their technical support staff and then monitoring quality of customer service indicators while demonstrating improvements. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve all aspects of the customer experience. Areas of focus to reach these goals included:
• Improved fixed response time
• Decreased number of escalations per customer
• Maintained customer satisfaction
• Increased commitments on formal service level agreements
Alcatel-Lucent Enterprise Customer Care groups achieved certification of over 40 experts across four different global support centers which also included a staff development program focused on soft skills for handling customers. As a result of these achievements ALE earned the “Certified Support Staff Excellence Center” designation.
The certification is valid for three years. The company is already looking to get more employees on other teams certified and further increasing the certification level of those who are certified today.
Eric Lechelard, VP, Head of Worldwide Communications Customer Care, ALE “As we evolve our business, we feel the need to demonstrate the importance of getting closer to, listening and understanding our customers. This award validates our efforts and assures our processes are in line with delivering a better customer experience. We are eager to continue these efforts with our customers.”
Andrew Cromey, Vice President, Member Success for TSIA “We are glad to honor Alcatel-Lucent Enterprise customer support staff for achieving this high industry standard. TSIA’s Support Staff Excellence program focuses on the key drivers in attaining, motivating, and maintaining first-rate talent. Having earned the Certified Support Staff Excellence Center designation, ALE has demonstrated a commitment to service excellence, with highly connected and engaged employees driving a positive customer experience.”
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