Service Capability & Performance Standards
The Global Benchmark for Service Excellence
Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the Service Capability & Performance Standards have enhanced the capabilities and performance of service and support operations worldwide since 1998.
SCP Standards provide more than a simple quality program. They establish a community of companies committed to delivering exceptional service and support. The customer service standards, which address the four distinct disciplines of support, eService, field service and professional services, provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations.
Adopted by service and support organizations around the world, the Service Capability & Performance Standards provide the global benchmark of service excellence. Companies can achieve certification by undergoing a comprehensive audit of service operations to confirm that they meet the business requirements defined by the standards. Certified organizations must demonstrate their performance and commitment through annual re-certification.
Since 1998
Over 25 years of service excellence standards
50+ Organizations
Developed with leading global companies
Global Benchmark
Recognized worldwide standard of excellence
SCP Standards Overview
Our Standards
Support Standard
The SCP Support Standard provides a foundation for continuous improvement of technical support operations. Designed for organizations that deliver remote support services.
Designed for:
- Customer Support Services
- Technical Support Services
- IT Support Services
- Help Desk Services
- Managed Services
eService Standard
The SCP eService Standard provides a foundation for continuous improvement of eService and online technical support operations. A supplement to the SCP Support Standard.
Designed for:
- eService and Online Support Best Practices
- eService and Online Support Performance levels
- eService and Online Support Measures of Success
Field Service Standard
The SCP Field Service Standard provides a foundation for continuous improvement of field service and field technical support operations.
Designed for:
- Field Technical Support Services
- IT Deskside Support Services
- Onsite Maintenance Services
- Onsite Repair Services
Professional Service Standard
The SCP Professional Service Standard provides a foundation for continuous improvement of professional service operations.
Designed for:
- Systems Integration Services
- Product Implementation Services
- Product Related Consulting Services
- Other Technology Related Consulting Services
Benefits of SCP Certification
Increased Customer Satisfaction
Improve operational effectiveness and staff productivity to enhance customer loyalty
Continuous Improvement
Achieve and maintain world-class levels of performance through structured programs
Industry Benchmarking
Compare operations against best-in-class organizations and best practices
Global Recognition
Demonstrate commitment to excellence with internationally recognized certification
Ready to Achieve Certification?
Contact us to learn how SCP Standards can transform your service operations and achieve world-class performance
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