HP awarded TSIA certification
First time HP has been audited in the EMEA region
HP 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.
The certification has been awarded to HP's commercial desktop and notebook business as well as its consumer desktop, notebook and printer businesses.
"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."
The TSIA studied both HP commercial and consumer support management polices and procedures during the auditing process. HP's operations were compared to around 300 industry best practices, including executive commitment, talent management, support tools and technology, and operational metrics.
"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 sensitivity to the regional differences of business customers and employees in EMEA."
HP's PSG EMEA support teams cover 26 countries, speak 20 languages and manage approximately 150,000 calls a month, according to HP.
This is the first time that HP has been audited by the TSIA in the EMEA region, but the company has won the award three times previously for its North American operations.