HDI, USA, the premier certification body and largest membership association for the service and support industry, has awarded QAI exclusive rights to provide HDI service desk and technical support training within India, Sri Lanka, and Bangladesh. This partnership also allows QAI non-exclusive rights for course delivery within Africa, Philippines, and Malaysia. QAI, which is a global consulting and workforce development organization, will provide these courses for the benefit of the technical support center industry in India.
These certifications stand to benefit industries like banking, insurance, telecom, airlines and retail which have significant support centers would directly stand to gain by these certification courses apart from the IT and technical support BPOs.
For most customers, their experience with support services can often be the deciding factor in choosing one company over another. Like all over the world, these certifications, which will now be available in India, train the associates involved with support centers to increase productivity, drive consistent service delivery and thereby increasing customer satisfaction.
Commenting on the partnership, Mahesh Punia, CEO, Customer Service Solutions, QAI, said, ?The support center manager must act as a support leader and strategically align the support center to the organization. After the initial enthusiastic reception of HDI courses in India, we are very happy to partner with them and bring their courses to India where the Indian industry can benefit from the global best practices.?
HDI Global Brand Director, Craig Baxter, stated ?The decision to award QAI this contract was based upon HDI?s successful pilot training program with QAI in Bangalore during 2009. QAI will now be authorized to deliver all core HDI courses, including: HDI Support Center Analyst, HDI Support Center Manager, HDI Support Center Team Lead, HDI Support Center Director, and Knowledge Management Foundations: KCS Principles.?
QAI has trained over 1,40,000 professionals and certified over 38,000 people globally in over 43 countries. The trainings are in domains like Project Management, IT service Management, Software Testing and other similar areas. HDI Certification is based on internationally recognized open standards developed by a committee of worldwide industry leaders, help desk and support center experts, consultants, and practitioners for the benefit of the support industry. HDI has trained and certified more than 50,000 technical support professionals world-wide.