Wins for excellence in consumer service.
HP announced today that the commercial desktop and notebook business as well as the consumer desktop, notebook and printer business has been awarded the Excellence in Service Operations certification from the Technology Services Industry Association (TSIA) for providing superior technical support and services in Europe, Middle East and Africa. This certification endorses the focus the HP PSG EMEA commercial and consumer business, including 500 regional call centre support agents, has placed on delivering first class customer service to businesses.
The HP PSG EMEA direct support team covers 26 countries, speaks 20 languages and manages an average of 150,000 inbound calls per month. During the auditing process TSIA closely reviewed HP commercial and consumer support management policies and procedures. Operations were compared against nearly 300 industry best practices, including executive commitment, talent management, support tools and technology, and operational metrics.
The customer service experience performed well against TSIA standards demonstrating that HP business customers were quickly connected to support services, very few calls were dropped and conversations were dealt with efficiently.
HP remains the sole PC manufacturer to receive this coveted industry recognition in 2010.
“When there’s an emergency businesses deserve a rapid response, knowledgeable specialists and quick solutions. We continue to work tirelessly to ensure HP commercial and consumer customer support delivers exactly what users deserve and are very pleased to receive the TSIA certification as endorsement of our efforts to date,” said Gilbert Rossi, Vice President, Personal Systems Group, Customer Experience and Warranty Services, HP Europe, Middle East and Africa. “Trusted customer support and finding ways to further improve the experience of our valued customers remains our focus.”
“HP demonstrated determination and focus in delivering excellent support for their commercial and consumer customers,” said Joanne Weigel, senior director, Organisational Certification Programs, TSIA. “Most notable was a sensitivity to the regional differences of business customers and employees in EMEA.”
This is the first year HP has been audited by TSIA in the EMEA region, however, HP has been awarded the TSIA Excellence in Service Operations certification for the third consecutive year for its North American commercial notebook and PC support. The expansion of the audit to the EMEA region demonstrates HP’s support and commitment to its business customers on a global scale.
For more information on the accreditation, please visit: