Nieuw Loosdrecht, January 20, 2003. After a few months of preparation, Instituut Eikenrode announces it’s new title of exclusive European partner to represent the Support Center Practices (SCP) Certification program in Europe. John Hamilton, director and founder of Service Strategies Corporation (SCC), came abroad to The Netherlands to form an alliance with Instituut Eikenrode to create e newly formed European partnership.
In the autumn of 2002 Martien Plasmeijer and John Hamilton signed the contract for the exclusive European (Continental Territory) Partnership commencing the 1st January 2003. “Since the SCP program has received great acceptance in Europe, and as part of our expansion program, we have formed this European alliance with a well established and reputable company that understands the service industry” said John Hamilton.
In January 2003 Instituut Eikenrode started representing the individual and support center certification programs across the European continent, performing native language audits. The SSPA individual career certification training programs are primarily focused on support professionals, support specialists and support managers. These education programs are available through classical and one-line instructor-led courses via public education programs and via education programs within the company. The support center certification programs are available for organizations in technical support centers and care environments.
The support center certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry. The SCP Program is guided by a body of sponsoring companies who represent core members of the Service & Support Professionals Association (SSPA), and is managed by Service Strategies Corporation (SCC).
SCP Certification is an internationally recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of IT companies to create a recognized quality certification for Support Centers and to provide a method of benchmarking for support center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business- elements defined in the SCP Program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
About Support Center Practices (SCP) Certification
The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and 35 of its member companies have created the program along with Service Strategies Corporation.
These companies contributed their insight and perspective into defining the key elements required for delivering World Class support. The SSPA represents over 17.000 service executives in over 2200 support centers worldwide. SSPA gives service and support professionals opportunities to
share ideas, discuss developing trends and network with their peers. Service Strategies Corporation is responsible for administering the SCP certification program and conducting onsite certification audits.
About Instituut Eikenrode
Instituut Eikenrode is an eminent knowledge institute in the field of relationship quality and devotes itself entirely to realize better and durable returns from client and colleague relationships. It does this by working with the members of its clients ’ organizations on interpreting the responsibilities which go with their positions, and on the accompanying ideal conduct. In this the Instituut Eikenrode’s focus lies with both the relationship quality exhibited towards individual staff, and with the relationship quality emanating from an individual employee, such as that towards a colleague. Instituut Eikenrode strives towards ideal conduct through three core values: Responsibility, People-oriented, Results-oriented.
The institute is situated on a splendid estate in Loosdrecht amid some nine hectares of field and forest. For more information, please look at our website www.eikenrode.com
For more information or pictures, please contact:
Maricken Cirkel-Hengeveld, Marketing & Sales, Instituut Eikenrode BV, telephone 035 5480 590, e-mail mcirkel@eikenrode.com.