Paris, France, November 25, 2014 – Alcatel-Lucent Enterprise has been recognized by the Technology Services Industry Association (TSIA) for excellence in support services. At its Technology Services World 2014 event, TSIA presented the Certified Support Staff Excellence award to the Networking Services group of Alcatel-Lucent Enterprise.
TSIA, in partnership with Impact Learning Systems (ILS) offers the Support Staff Excellence program and certification awards based on a powerful 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. Award recipients are evaluated based on performance metrics, training programs and demonstrations of how these programs can improve interactions with customers on an ongoing basis.
Alcatel-Lucent Enterprise Networking Services achieved certification by following the program’s guidelines. The business certified over 40 experts across four different global support centers which also included a staff development program focused on soft skills for handling customers.
To receive this award, Alcatel-Lucent Enterprise had to demonstrate the delivery of high quality customer service. The first step was to certify technical support staff. The second step was to monitor several measurable indicators linked to the quality of service delivered to customers over a period of several months and demonstrate improvements. Those areas of focus included:
• Improved fixed response time
• Decreased number of escalations per customer
• Maintained customer satisfaction
• Increased commitments on Service Level Agreement
The certification is valid for three years. The company is already looking to get more employees on other teams certified and further increasing the certification level of those who are certified today.
Charles Matthews, Vice President, Service & Support, Alcatel-Lucent Enterprise
“We are very excited and proud of this award. As we evolve our new business, we want to get closer to our customers. We are listening to them more so that we can understand their needs better. This award validates our efforts and assures our Service delivery teams are providing a better, more personal, customer experience. We are eager to continue these efforts with our customers.”
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology 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 +. Media contact: Trisha Bright firstname.lastname@example.org
About Alcatel-Lucent Enterprise
Alcatel-Lucent Enterprise, with headquarters in France near Paris and 2700 employees worldwide, is a leader in communications, networking and cloud solutions for businesses of all sizes, serving more than 500,000 customers across the globe. Our cost-effective solutions help organizations embrace new uses and models by enabling multimedia conversations across any device, supported by an Application Fluent Network, from the office to the cloud.
Alcatel-Lucent Enterprise, with a history of proven technology and experience, leverages a global team of technology experts, service professionals, and partner ecosystem to meet the unique needs of small businesses to international companies with tailored offers that address the requirements of various market segments and industries.