HDI Support Center Analyst (HDI-SCA)


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Member price: $645
List price: $695
"Thank you HDI. The subject matter was very appropriate – I look forward to taking support center classes with you in the future."
--Sam Stevens ,  Best Western International

Certification

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.

Training

What You Will Learn

  • The process of incident management, from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers

Who Should Attend?

  • Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
  • Individuals who are preparing for the HDI Support Center Analyst certification exam

Course Outline

Unit 1: Evolution of the Support Center

  • Evolution of the Support Center
  • Role of the Support Analyst
  • Support Center’s Role in the Business

Unit 2: Strategic Framework

  • Strategic Perspective
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment

Unit 3: Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Unit 4: Support Center Processes and Operations

  • Best Practices for IT Service Management
  • ITIL Service Support
  • Security Management
  • Knowledge Management
  • Quality Assurance

Unit 5: Call Handling Procedures

  • Total Contact Ownership
  • Procedures for Call Handling

Unit 6: Communication Skills

  • Communication Process
  • Cultural Sensitivity
  • Vocal Elements
  • Active Listening
  • Incident Documentation
  • Writing Skills

Unit 7: Problem-Solving and Troubleshooting Skills

  • Problem-Solving Skills and Types of Thinking
  • Questioning Skills
  • Solve Incidents with IMPACT
  • Additional Customer Service Skills
  • Root Cause Analysis

Unit 8: Maximizing Effectiveness

  • Your Customer’s Psychological Needs
  • Handling Conflict
  • Handling Difficult Customer Behaviors
  • Stress Management
  • The Power of a Service Attitude
  • Managing Your Use of Time
  • Managing Your Career
Calendar

Virtual Classroom


Member Price: $1,395 | Price: $1,495

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

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Public Classroom


Member Price: $1,395 | Price: $1,495

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.


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Online Course


Member Price: $645 | Price: $695

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.


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Blended Learning


Member Price: $995 | Price: $1095

This training course combines the advantages of self-paced, online training with the virtual classroom. Students complete the assigned units of self-paced, online training prior to each of the three, two-hour sessions of instructor-led, virtual classroom sessions utilizing Microsoft Live Meeting and a conference bridge allowing students to interact with the instructor.

  • Self-study can be done anytime at the individual's pace.
  • Instructors share real-world experiences, examples, and facilitate student interaction.
  • Eliminate travel costs, including time away from the support center.

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Onsite


HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

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Certified Instructor Program


HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Jan 23, 2015 - Feb 06, 2015
HDI, Blended Learning
HDI Support Center Analyst Price: $1095   Member price: $995
Jan 26, 2015 - Jan 27, 2015
New York, NY
HDI Support Center Analyst Price: $1495   Member price: $1395
Jan 26, 2015 - Jan 27, 2015
Toronto, ON
HDI Support Center Analyst Price: $1495   Member price: $1395
Feb 02, 2015 - Feb 03, 2015
Washington, DC
HDI Support Center Analyst On or before Dec 23, 2014:
Price: $1395   Member price: $1295

After Dec 23, 2014:
Price: $1495   Member price: $1395
Feb 02, 2015 - Feb 03, 2015
Chicago, IL
HDI Support Center Analyst On or before Dec 23, 2014:
Price: $1395   Member price: $1295

After Dec 23, 2014:
Price: $1495   Member price: $1395
Feb 10, 2015 - Feb 11, 2015
Pittsburgh, PA
HDI Support Center Analyst On or before Dec 31, 2014:
Price: $1395   Member price: $1295

After Dec 31, 2014:
Price: $1495   Member price: $1395
Feb 10, 2015 - Feb 11, 2015
HDI, Virtual Classroom
HDI Support Center Analyst On or before Dec 31, 2014:
Price: $1395   Member price: $1295

After Dec 31, 2014:
Price: $1495   Member price: $1395
Feb 12, 2015 - Feb 13, 2015
Phoenix, AZ
HDI Support Center Analyst On or before Jan 02, 2015:
Price: $1395   Member price: $1295

After Jan 02, 2015:
Price: $1495   Member price: $1395
Feb 19, 2015 - Feb 20, 2015
Calgary, AB
HDI Support Center Analyst On or before Jan 09, 2015:
Price: $1395   Member price: $1295

After Jan 09, 2015:
Price: $1495   Member price: $1395
Feb 23, 2015 - Feb 24, 2015
Dallas, TX
HDI Support Center Analyst Price: $1495   Member price: $1395
Feb 26, 2015 - Feb 27, 2015
Los Angeles, CA
HDI Support Center Analyst On or before Jan 16, 2015:
Price: $1395   Member price: $1295

After Jan 16, 2015:
Price: $1495   Member price: $1395
Mar 02, 2015 - Mar 03, 2015
Nashville, TN
HDI Support Center Analyst On or before Jan 20, 2015:
Price: $1395   Member price: $1295

After Jan 20, 2015:
Price: $1495   Member price: $1395
Mar 05, 2015 - Mar 06, 2015
San Francisco, CA
HDI Support Center Analyst On or before Jan 23, 2015:
Price: $1395   Member price: $1295

After Jan 23, 2015:
Price: $1495   Member price: $1395
Mar 09, 2015 - Mar 10, 2015
Atlanta, GA
HDI Support Center Analyst On or before Jan 27, 2015:
Price: $1395   Member price: $1295

After Jan 27, 2015:
Price: $1495   Member price: $1395
Mar 16, 2015 - Mar 17, 2015
Ottawa, ON
HDI Support Center Analyst On or before Feb 03, 2015:
Price: $1395   Member price: $1295

After Feb 03, 2015:
Price: $1495   Member price: $1395
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


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Certification Exam


Price: $145.00

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting


The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Leadership 10 %
Policy and Strategy 10 %
People Management 10 %
Resources 20 %
Process and Procedures 45 %
Performance Results 5 %

 A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 1.800.248.5667.


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Standard


Price: $29.00

HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard or you can purchase the HDI Support Center Analyst (HDI-SCA) Certification Standard for $29.


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Practice Test


Member Price: $69.00 | Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
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