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Service Capability & Performance (SCP) Standards

The Service Capability & Performance Standards have enhanced the capabilities and performance of service and support operations worldwide since 2015.

SCP Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The customer service standards, which address the four distinct disciplines of support, eService, field service and professional services, provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations. Service Strategies applies a proven benchmark process to update the SCP Standards annually, thereby ensuring they stay current with evolving industry trends.

Adopted by service and support organizations around the world, the Service Capability & Performance Standards provide the global benchmark of service excellence. The customer service standards quantify service effectiveness based upon stringent performance benchmarks and represent industry best practices. Institutes can achieve certification by undergoing a comprehensive audit of service operations to confirm that they meet the business requirements defined by the standards. Certified organizations must demonstrate their performance and commitment through annual re-certification.

The SCP Support Standard provides a foundation for continuous improvement of technical support operations. The Support Standard helps improve operational performance, drives greater efficiency and enhances customer satisfaction and loyalty. It is designed for organizations that deliver remote support services such as:

  • Customer Support Services

  • Technical Support Services

  • IT Support Services

  • Help Desk Services

  • Managed Services

The SCP eService Standard provides a foundation for continuous improvement of eService and online technical support operations. The eService Standard helps improve operational performance, drives greater efficiency and enhances customer satisfaction and loyalty. It provides a supplement to the SCP Support Standard. The standard defines:

  • eService and Online Support Best Practices

  • eService and Online Support Performance levels

  • eService and Online Support Measures of Success

The SCP Field Service Standard provides a foundation for continuous improvement of field service and field technical support operations. The Field Service Standard helps improve operational performance, drives greater efficiency and enhances customer satisfaction and loyalty. It is designed for organizations that deliver onsite services such as:

  • Field Technical Support Services

  • IT Deskside Support Services

  • Onsite Consultancy Services

The SCP Professional Service Standard provides a foundation for continuous improvement of professional service operations. The Professional Service Standard helps improve operational performance, drives greater efficiency and enhances customer satisfaction and loyalty. It is designed for organizations that deliver planned service engagements such as:

  • Systems Integration Services

  • Service Implementation Services

  • Service Related Consulting Services

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