(Cedar Rapids, IA) – Collabrance announced they achieved the HDI Team Certified Award. In order to achieve the HDI Team Certified Award, 80% of the Collabrance Service Desk obtained the HDI Support Center Analyst Certification. The HDI SCA Certification is for technical support professionals who are committed to providing world-class customer service.
“As part of our new employee training process, we require Service Desk Technicians to become HDI certified to ensure we are providing our end-user IT customers an exceptional service experience,” said Doug Grimm, Vice President and General Manager at Collabrance. “We are dedicated to helping our customers resolve their IT issues quickly and easily. This is why we strive to answer the phone in two rings or less, and make our customer satisfaction score part of our employee incentive compensation plan.”
HDI stresses the importance of understanding the customer’s technical and business needs. Through a focus on best practices for customer service and problem solving skills, technicians are able to effectively provide a solution while empathizing with the customer.
“We are proud to honor the Collabrance U.S. based Service Desk with the HDI Team Certified Award,” said Fancy Mills, HDI/ICMI Group Training and Content Director. “HDI certified Support Center Analysts are dedicated to providing exceptional service to help resolve end user customers’ IT needs. This is a commitment to service excellence, efficiency and quality based on HDI standards approved by practitioners and experts from our HDI’s International Certification Standards Committee.”
For more information on the Collabrance Help Desk Technical Certifications, visit our Service Desk & NOC Information resource.
In 1989, HDI became the first professional association created for the technical support industry. Since then, HDI has remained the source for professional development by offering resources to promote organization-wide success through exceptional customer service. At 150,000 people strong, HDI is built by industry peers and leaders who provide the knowledge, tools and training to drive technicians to be great at what they do.