Technology Services Industry Association Names Altitude Software a Certified Support Staff Excellence Center Award Winner

Lisbon, Portugal — Altitude Software, a leading independent contact center solutions vendor, announced it won the Certified Support Staff Excellence Center Award from the Technology Services Industry Association (TSIA), presented at the Technology Services World Conference in Las Vegas, USA.

The Certified Support Staff Excellence Center Award recognizes Altitude’s delivery of superior customer service experience through support staff development. Altitude service organization’s staff has improved their interactions with customers on a sustained level and achieved a consistent increase on customer satisfaction and a major decrease on reopened “tickets”.

“We couldn’t be more pleased to recognize Altitude Software for the achievement of this high industry standard”, said Tom Rich, senior vice president of programs for TSIA. “With their Certified SSE Center designation, they have demonstrated an enduring commitment to service excellence, a benefit for their customers, partners, and employees alike.”

As a technology-based company, Altitude’s Customer Assistance department consists of highly specialized engineers with strong technical skills, focused on solving technical problems. Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on an initiative, with TSIA and Impact Learning Systems, aiming to provide it’s Technical Support Engineers with communication tools to increase customer satisfaction, and develop a common set of troubleshooting practices to ensure consistency of processes throughout the support organization and improve the first contact resolution ratio.

Setting high standards for service differentiates Altitude Service in the marketplace

“Setting high standards for service differentiates Altitude Service in the marketplace”, said Malcolm Carlaw, President of Impact Learning Systems, the company that provided the training. “Having their Support Center certified makes a statement about Altitude’s commitment to their clients and the quality of their offering.”

“Customer Assistance is a key element of Altitude Software’s culture of Excellence. Our commitment enables our customers to strive and excel in their business”, states José Fonseca Executive Vice President Customer Assistance at Altitude Software. “Winning the award is important as it shows Altitude’s technical support to be completely aligned with technology’s industry best practices, with our focus on customer satisfaction, consistent troubleshooting processes, and personal development of our Technical Support Engineers.”

The TSIA Support Staff Excellence (SSE) staff development program enables the delivery of a superior customer service experience by developing a service organization’s most critical delivery resource: its people. TSIA (www.tsia.com)is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs.

Altitude Software global technical customer assistance operations also have ISO 9001 Quality Certification, aiming to provide world class services and adding value to customers and partner businesses in the 18 offices Altitude Software currently operates around the world.