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Kaspersky Lab Receives Highest Level of Support Staff Certifications from TSIA and Miller Heiman Group

Kaspersky Lab North America announced today that its business products technical support and premium services teams were awarded the highest level of certification at the Technology Services World (TSW) conference in Las Vegas.

This is the second year in a row that Kaspersky Lab was designated a Level I Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA). To achieve a Level I Certified Support Professional (CSP-I) designation, companies must have 90 percent of their support staff successfully complete a course designed to teach them advanced field service communication skills. Kaspersky Lab also earned Level II Certification Support Professional (CSP-II) status. For this certification, the teams completed a course designed to improve the technical troubleshooting capabilities of technicians at all levels of the support organization.

“Our team is dedicated to delivering the highest level of customer service every day,” said David Mello, senior vice president of support and services, Kaspersky Lab North America. “Completing these programs and being awarded these certifications demonstrates our tireless commitment to exceeding customers’ expectations. We will continue to further develop our tools and abilities to ensure that we are providing industry-leading support programs and delivering an exceptional support experience for Kaspersky Lab customers.”

Miller Heiman Group’s Service Ready program delivers TSIA’s customer service and critical thinking certificate courses for frontline support professionals. Exclusive to TSIA members, the Support Staff Excellence program strengthens agents’ technical abilities with the relationship and trouble shooting skills required to ensure total customer satisfaction.

In order to be eligible for the TSIA Support and Services Excellence certifications, Kaspersky Lab participated in weekly training and certification programs from May through July of 2016. These education sessions and testing exercises were conducted with individuals, managers and as a team. The program goals included improving agent performance, increasing customer satisfaction scores and reducing call time.

For the CSP-I training, the team built upon its success in 2015, and achieved the following metrics:

  • 39 percent improvement in customer satisfaction according to management tool, Net Promoter Score, which gauges the loyalty of a firm’s customer relationships
  • 30 percent improvement in the average speed to answer chat messages
  • Six percent improvement in the average speed to answer phone calls

With regard to the CSP-II course the team achieved the following key metrics:

  • 100 percent of Kaspersky Lab Support Staff completed the CSP-II certification
  • 48 percent improvement in case escalation quality
  • 18 percent improvement in support team productivity time
  • 2.6 percent improvement in the average time to problem resolution

About Kaspersky Lab
Kaspersky Lab is a global cybersecurity company founded in 1997. Kaspersky Lab’s deep threat intelligence and security expertise is constantly transforming into security solutions and services to protect businesses, critical infrastructure, governments and consumers around the globe. The company’s comprehensive security portfolio includes leading endpoint protection and a number of specialized security solutions and services to fight sophisticated and evolving digital threats. Over 400 million users are protected by Kaspersky Lab technologies and we help 270,000 corporate clients protect what matters most to them. Learn more at www.kaspersky.com.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and 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+.

About Miller Heiman Group
Miller Heiman Group has historically been recognized as one of the largest training companies in the world, but is quickly becoming one of the most prolific business solutions provider in sales and service performance. Built on legacy brands such as Miller Heiman, AchieveGlobal, Huthwaite, Impact Learning Systems, Channel Enablers, and CSO Insights, Miller Heiman Group is backed by more than 150 years of experience and performance. Our Be Ready Solutions offer more sales- and customer service-based solutions than anyone in the industry, and empower people across the entire organization to perform at peak potential by bringing game-changing insight to sales performance and customer experience. This allows you to build and sustain a successful, customer-focused organization that drives profitable revenue and top-line growth on a global scale. To learn more, visit our website. Follow us on LinkedIn, Twitter, Facebook, YouTube and Google+.

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