I've been working with a colleague who represents CompTIA on the PR side for quite some time now. I've never spoken with them, but given the rising focus on training and certification for professionals in the unified communications space, maybe it's about time I did.

CompTIA Launches Customer Service Excellence Program
Initiative aims to enhance quality of IT service industry

Oakbrook Terrace, Ill., April 30, 2007– The Computing Technology Industry Association (CompTIA), the leading trade association for the world’s information technology (IT) industry, announced today the availability of a new program aimed at improving customer service performance standards for the industry.

The CompTIA Customer Service Excellence Program integrates professional communication and support abilities with technical skills. IT service team members who combine these skill sets can become more efficient and effective in their work, resulting in higher levels of service, stronger customer loyalty and a heightened reputation for delivering quality service.

“Companies that have been early adopters of the program have reported measurable improvements in their customer service levels, in some cases as much as ten percent,” said Richard Rysiewicz, vice president, services, CompTIA.

Among specific improvements companies have reported are an eight-percent improvement in instances where service issues are resolved during the first call or visit; a nine-percent reduction in the number of service calls that require escalation; and a ten-percent reduction in the time it takes to handle a service call.

“The combination of these factors has the potential to save service organizations hundreds of thousands of dollar a year,” said Rysiewicz. “More importantly, customers are more satisfied because in most cases, their problems are resolved quickly and with just one service visit. That’s critical to building customer loyalty.”

Designed for companies with 100 or more service representatives, the CompTIA Customer Service Excellence Program has three elements:

Measurement of current customer satisfaction levels.
Customer service training for service technicians and managers.
Evaluation of post-training performance improvements, including an analysis of return on investment.

The program also offers as an optional service the ongoing measurement of a company’s customer satisfaction, and benchmarking its service levels against other companies in the IT industry. The program is available worldwide.

For more information on the CompTIA Customer Service Excellence Program, visit: http://www.comptia.org/sections/services/csep.aspx .

About CompTIA
In 2007, the Computing Technology Industry Association (CompTIA) is celebrating its 25th anniversary. Just as the IT industry it serves has grown, CompTIA has also enjoyed remarkable growth over the past 25 years. The organization was founded by representatives of five micro-computer dealerships working together to find better ways to do business. Today, CompTIA has more than 22,000 member companies in over 100 countries around the world; and serves as the voice of the world’s $1 trillion-plus IT industry. CompTIA is committed to advancing the long-term success and growth of the IT industry by helping organizations maximize the benefits they receive from their investments in technology; and by helping individuals to obtain the skills and credentials they need for productive careers in IT. For more information, please visit: www.comptia.org .