NTT Com’s Sendai OCN Service Center in January became the world’s first support center of an Internet Service Provider to be certified under the latest standard for support centers, HDI Support Center Certification Program.
The new standard requires higher levels of quality in areas such as management and security control. Assessment covers eight areas and the Sendai center received high marks in several, especially customer satisfaction.
NTT Com operates customer support centers in various regions of Japan. The Sendai OCN Service Center, which deals specifically with OCN-related customer support including technical malfunctions, received certification in 2004 under the previous version of the standard.Certification is issued by the Help Desk Institute, the world's largest association for IT service and support professionals. This is the only open-standards, globally recognized certification program specifically for support centers.