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Support Center Certification

The HDI Support Center Certification program provides the only certification created specifically for support centers. The program conforms to existing international quality models such as the European Foundation for Quality Management. The certification is an award that acknowledges a support center’s commitment to excellence, efficiency and service quality based on an industry standard that is recognized worldwide.

The certification is based on the HDI Support Center Standard, developed by an international standards committee comprised of more than 25 practitioners and experts from around the world. The standard is organized into eight categories representing five enablers and three results, and each category contains activities that define a support center’s maturity. It provides a framework for successful leadership, strategic planning, people management, resource and technology optimization, and service delivery that is designed to produce optimum performance and satisfaction results.

Benefits of Certification

  • Provides organizations with achievement goals
  • Promotes alignment with corporate business objectives
  • Enhances employee morale, productivity and retention
  • Improves operational efficiencies and effectiveness
  • Fosters customer satisfaction and retention
  • Optimizes the value of monitoring and reporting
Learn more benefits.

How to Get Certified

An onsite audit of your support center will be conducted by an HDI-Certified Auditor. The support center must achieve a minimum score in each of eight categories as well as a minimum overall score to pass the audit and become an HDI-Certified Support Center.

The certification is valid for two years. To maintain the certification, your support center must pass a renewal audit every two years following the initial certification to demonstrate a continued commitment to the HDI Support Center Standard.

See a list of HDI Certified Support Centers

Is your support center ready for HDI Support Center Certification? Take the HDI Support Center Certification Self-Evaluation to discover how you might score!

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