Help Desk Institute’s Support Center Certification Optimal Support a Division of Optimal Connections, LLC

Program Overview n 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  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  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  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…  Open  Standards-based  Internationally recognized … certification program for support centers.

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

Eight core areas are represented by 67 individual standards statements. The SCC Standards

The Audit & Certification Process  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  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  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.

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.

SCC Audit Review n HDI carefully reviews all audit documents and materials for completeness and compliance to the HDI SCC Standards. n 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. n HDI review includes:  5-day turnaround on review process  Phone verification as needed

Support Center Certification Award n Once approved to receive “HDI Certified Support Center” status, HDI provides the client with award materials and certificates. n 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 n 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. n 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 n Initial HDI Support Center Certification is effective for two years. n 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. n 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! n For more information on how to achieve Support Center Certification, visit the Optimal Support web site at or contact Paul Dooley at (949)

Help Desk Institute’s Support Center Certification Optimal Support a Division of Optimal Connections, LLC