Rockwell Automation's Technical Support Centre in Kiln Farm, Milton Keynes, UK, which supports Western Europe, Scandinavia and South Africa, has for the third consecutive year received certification under the prestigious Support Centre Practices SCP Certification program.
The Rockwell Automation Technical Support Centre in the UK, which supports South Africa, again received SCP Certification
SCP Certification quantifies the effectiveness of customer support, based on a stringent set of performance standards representing best practice in the industry. The Rockwell Automation Technical Support Centre achieved improved scores after an extensive audit of its operations and customer satisfaction levels.
"The Allen-Bradley and Rockwell Software brands have always been well known for the quality of their technical support," says Steve Norton, Rockwell Automation Service Performance and Customer Support Manager for Europe, Middle East and Africa. "It is reassuring for our customers to have independent confirmation that we are not only maintaining, but also improving on the high standards they have come to expect."
The support centre provides multilingual technical support for customers in the specified regions/countries. Customers in each country dial a local telephone number and an advanced automated telephone system directs them to the engineer with the necessary language and product skills.
A 30-strong team of engineers are on hand to answer technical customer enquiries on Rockwell Automation products and software in six languages. Besides personal knowledge and expertise, the team has access to extensive database systems and hands-on product use within a specially constructed laboratory, thus ensuring a high level of problem solving.
The centre operates from 08h00 to 17h00, Monday to Friday, although 24/7 support is available as part of a Support Agreement. Customers can also access technical support by e-mail. "We receive on average five to six thousand telephone calls each month, and 73% of these queries are resolved on the same day. We also receive around 400 e-mails per month, and aim to respond to each of these within the hour," says Norton.
SCP Certification is an internationally recognised standard created in partnership between a consortium of leading technology companies and the Service & Support Professionals Association (SSPA). The program quantifies the effectiveness of customer support and establishes a foundation to build on existing quality processes. To achieve certification, companies must undergo comprehensive on-site audits to confirm that they meet the requirements of the over 100 business elements defined in the program. Certified organisations must demonstrate their continued commitment to high performance standards by annual re-certification audits.
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