Verisign’s Customer Service group recently earned “Rated Outstanding Assisted Support, North America” certification from the Technical Services Industry Association (TSIA).
"Customer service isn’t just about saying yes, Service is a disciplined mindset that weaves itself across multiple operational processes. The Rated Outstanding designation reflects a holistic approach in managing a service organization for business results.”
Verisign was recognized for having four best practices: Business Resilience, Performance Review and Management Process, Internal Communications, and Support Team Staffing Models. In addition to these four best practices, areas of strength noted during the audit included: Strategic Plan, Quality Focus on Customer Experience, and Quality Monitoring Program, Job Progression & Technical Career Paths, Metrics & Dashboards, and Escalation Management.
“Verisign is committed to providing the highest quality of support to its customers. In October 2013, their support organization passed the Rated Outstanding certification because among other aspects they demonstrated a very healthy culture that blends customer focus, continual improvement and employee development to ensure a high level of service and support is achieved.” said Thomas W. Pridham, Senior Vice President and General Manager of TSIA's Operational Best Practice and Certification programs.
The TSIA is a global association for technology services professionals. The Rated Outstanding rating recognizes companies whose customer-service practices reflect practices jointly developed by TSIA and more than 50 leading technology companies including Cisco, Oracle, HP, McAfee, IBM, EMC, Intuit, Symantec and BAE.