MURRAY HILL, N.J.-Lucent Technologies Inc. said support center practices certification was given to its Wireless Technical Support Center in Naperville, Ill., which provides round-the-clock support to network operators in North America. The certification is part of a rigorous program to establish quality benchmarks for information technology services support centers and help desks.
Support centers seeking SCP certification must undergo an on-site audit conducted by independent auditors. These auditors examine a support center’s policies and procedures, interview center personnel and observe how the center operates. They then assess the degree of conformance to certification criteria. Only those who pass the audit are certified and receive the right to use the SCP logo on sales and marketing literature, said Lucent.
