Individual Certification - SSPA Members Only

The SSPA partners with customer service training authority Impact Learning Systems to provide online training and corresponding certification tests in 4 key areas.  Participants who successfully complete a program become SSPA Certified and receive a certificate signed by SSPA Founder and Executive Director, Bill Rose. This program provides training courses that offer customer service professionals rapid skills acquisition and accelerated time to SSPA certification. SSPA membership is required to participate in the SSPA Certification program.

SSPA research has proven that strong employee development programs are a key driver in finding, motivating and retaining top talent.  Top talent is more engaged. Highly engaged employees are more customer focused, leading to higher customer satisfaction, loyalty and retention. 

A well trained support staff also enables you to reduce call times, achieve higher first resolution rates, and decreased call escalation.  These performance gains enable service and support operations to reduce costs.

The SSPA partners with Impact Learning Systems to provide online customer service training and corresponding certification tests in 4 key areas.  Participants who successfully complete a program become SSPA Certified and receive a certificate signed by SSPA Founder and Executive Director, Bill Rose.

Certified SSPA Courses:
Each of the following online courses consists of seven modules and includes a corresponding online certification test:

(CSQ) The Essentials of Customer Service Communication
This program is designed for non-technical customer service representatives who are candidates for SSPA’s Customer Service Qualified (CSQ) certification. Getting to the Heart of Customer Service™ teaches your employees all the professional skills they need to be SSPA certified and to make a positive difference with customers, both internal and external.

(CSP-I) The Essentials of Technical Support Communication  
This program is designed for professional technical support representatives who are candidates for SSPA’s Certified Professional I (CSP-I) certification. The Essentials of Technical Support Communication™ teaches your employees the professional support skills they need to be SSPA certified and make a positive difference with customers, both internal and external.

(CSP-I) The Essentials of Field Service Communication
This program is designed for professional field service representatives who are candidates for SSPA’s Certified Support Professional I (CSP-I) certification. Developed especially for technology-based industries, The Essentials of Field Service Communication™ teaches your employees the professional support skills they need to be SSPA certified and to make a positive difference with customers in the field.

CSP—II Diagnostic Troubleshooting
This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process.

(CSP-S) Making It Happen
This program is designed for call center and help desk managers, supervisors, and team leads who are candidates for the Certified Support Professional Supervisor (CSP-S) certification. Making It Happen™ teaches leaders how to coach employees and reinforce skills used on the job.