You could pass an audit for making concrete life vests as long as you have documented procedures. I'm interested in results. SCP does look at our processes to make sure we provide a consistent level of service. But, importantly, it also requires results that meet your needs . We are measured against strict world-class benchmarks that include how quickly we answer the phone, get you talking with an engineer and resolve your question.
Support is more than just answering the phone.
It also looks at how support staff are recruited, trained and developed to make sure we can continue to provide a professional level of service into the future . SCP certifications started in 1998. Over 60 support sites have now been certified at companies including Xerox, Lucent and Rockwell Automation. SCP is fast becoming the benchmark for quality in Customer Support.