Business Products Technical Support and Premium Services Team Honored with Customer Service Excellence for the Fourth Consecutive Year
Woburn, MA – October 24, 2018 – Kaspersky Lab North America announced that the company’s Business Products Technical Support and Premium Services team was recognized for the fourth consecutive year with the highest levels of certifications in Support Staff Excellence (SSE) by the Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations. Kaspersky Lab North America was publicly recognized for its achievements at the Technology & Services World conference held last week in Las Vegas.
SSE, offered by TSIA and delivered by Miller Heiman Group, is a staff development program that enables the delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. To achieve a Level I Certified Support Professional (CSP-I) designation, companies must have 90 percent of their support staff and managers successfully complete a course and pass an external certification focused on advanced field service communication skills. For the Level II certification, companies complete a similar program designed to improve advanced diagnostic troubleshooting capabilities of technicians at all levels of the support organization.
In 2018, the Kaspersky Lab North America support and services team continued building on its momentum from the past year to achieve the following during the SSE certification process:
- Attained the company’s highest overall customer satisfaction score, with a 4.5 percent year over year improvement from 2017
- Improved its phone abandon rate, defined as the number of phone calls that arrive in phone queues vs. the number handled, by 50 percent to be well below the industry standard of 5 percent
- Decreased its average speed to answer phone calls by 57 percent, and average speed to answer live chats by 52 percent, meaning customer inquiries are answered in seconds
- Achieved a team productivity rate of 92 percent, resulting in an extremely productive working environment
“Each year, we prioritize customer support and services excellence, with our dedicated technical team based in North America actively participating in various training and certification programs to ensure our metrics are surpassing industry standards and exceeding customer expectations,” said Anthony Bellia, vice president of support and services, Kaspersky Lab North America. “With available around-the-clock support and in-depth advanced diagnostic troubleshooting, combined with a team that is passionate about customer care and account management, customers can rest assured they are receiving the best possible support experience, and this recognition by TSIA once again validates our commitment to this promise.”
“We’re honored to publicly recognize and congratulate these leading organizations for their outstanding achievements, both this year and for several years running,” said Thomas Lah, executive director, TSIA. “By going through these rigorous evaluation and certification programs, these companies have proven their dedication to excellence and their 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#.
About TSIA
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.
About Kaspersky Lab
Kaspersky Lab is a global cybersecurity company, which has been operating in the market for over 20 years. 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.
Media Contacts
Jessica Bettencourt
781.503.7851
Jessica.Bettencourt@kaspersky.com
Gwyn Wischmeyer
858.716.0102
gwyn.wischmeyer@tsia.com
