New Delhi: HDI, a global IT service and technical support membership association and the industry’s premier certification and training body, in association with QAI (www.qaiglobalinstitute.com) has recently launched HDI Support Center Director (HDI-SCD) certification and training program in India. QAI serves as HDI’s exclusive implementation partner in the country. The inaugural batch of the HDI- SDC program was also conducted in Bangalore, India by QAI and HDI on August 16-18, 2010. The event was well attended by senior management professionals from some of the top IT service support organizations, banking majors and the technical support organizations in the country.

Growing at more than 35 percent over the past three years, BPO is the fastest growing segment of the overall offshore market, and is currently estimated at US$ 26-29 billion. 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. HDI is a global IT service and technical support certification and training body. It is the leading resource for IT service and technical support emerging trends and best practices. HDI has trained and certified more than 50,000 technical support professionals world-wide

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization. HDI Support Center Director training focuses on the development and execution of strategic plans that will take the organization to the next level. It is aimed at helping the participants realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency and manage customer perceptions.

The HDI training and certification programs are domain neutral, therefore beneficial to majority of organizations across different domains such as banking, healthcare, hospitality, telecom, retail, IT/ITeS, having IT service support, help desk, service desk or tech support service.

The training covers some crucial topics like executive leadership, business planning and strategy, support center processes, tools and technology, metrics and quality assurance, people management, organizational development, marketing the support center, etc. to help support center directors gain the knowledge of service management best and common practices necessary to strategically align their department with organizational goals.

Navyug Mohnot, CEO, QAI Global Institute said, “The support center director must act as a support leader and strategically align the support center to the organization. After the initial enthusiastic reception of the HDI courses in India, we are very happy to conduct the HDI-SCD training in the country and help the Support Center Directors benefit from the global best practices.”

HDI managing director Craig Baxter reiterated Mr. Ticknor’s comment, “The reaction from India’s top-tier IT support leaders who participated in the event was unanimous – this program is mandatory to advance IT service and technical support operations. Each and every one of these seasoned leaders stated that they walked away with insight into how they can improve their strategic planning, business alignment, and customer satisfaction.”

QAI has trained more than 140,000 and certified in excess of 40,000 professionals globally in more than 15 countries, in multiple domains like Project Management, IT service Management, Software Testing, Innovation Management and others.