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Woburn, MA – November 1, 2017 – Kaspersky Lab North America announced today that its business products technical support and premium services teams were recognized for the third consecutive year with the highest levels of certifications in Support Staff Excellence by the Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations. The company was recognized for its achievements at the Technology Services World (TSW) conference held in Las Vegas.
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. For the Level II certification, the teams completed a course designed to improve the technical troubleshooting capabilities of technicians at all levels of the support organization.
In 2017, the team built upon its success in 2016 to achieve the following metrics during the certification process:
- 47 percent improvement in the average speed to answer phone calls
- 70 percent improvement in the average speed to answer live chats
- 33 percent improvement in phone abandon rate, which is determined by the number of calls abandoned vs. arrived in phone queues
- A team productivity rate of 92 percent, which is a 3.4 percent improvement from last year
“Customer satisfaction is a primary business differentiator in any industry, and at Kaspersky Lab, we pride ourselves in delivering the highest level of support for all of our users,” said Anthony Bellia, vice president of support and services, Kaspersky Lab North America. “Our dedicated support and services teams practice regular in-depth troubleshooting, customer care, account management and resolution of complex issues. These teams, comprised of technical engineers, are regularly trained and tested in order to receive industry accreditations, further demonstrating the company’s commitment to customer service excellence.”
“We’re honored to publicly recognize and congratulate Kaspersky Lab for its outstanding achievements this year,” said Thomas Lah, executive director of TSIA. “By going through these rigorous evaluation and certification programs, this company has proven its dedication to excellence and its unwavering commitment to their customers.”
To learn more about TSIA's Support Staff Excellence programs, please visit the TSIA website at http://tsia.com/. For more information on Kaspersky Lab North America’s support offerings, please visit https://support.kaspersky.com/us/support/msa#.
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 Kaspersky Lab
Kaspersky Lab is a global cybersecurity company celebrating its 20 year anniversary in 2017. Kaspersky Lab’s deep threat intelligence and security expertise is constantly transforming into next generation 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.
For the latest in-depth information on security threat issues and trends, please visit:
Securelist | Information about Viruses, Hackers and Spam
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Threatpost | The First Stop for Security News
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