ATLANTA – May 30, 2012 – Internap Network Services Corporation (NASDAQ: INAP), a provider of intelligent IT Infrastructure services, announced that it has been recognized as a Certified Support Staff Excellence Center (CSSEC) by the Technology Services Industry Association (TSIA).
TSIA and Impact Learning Systems (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (SSE) program. Support Staff Excellence, offered by TSIA and delivered by ILS, is a powerful staff development program that enables the delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. As a result of its achievements through the SSE program, Internap has received the “Certified Support Staff Excellence Center” designation.
Internap delivers a wide range of IT Infrastructure services to thousands of enterprises worldwide, including colocation, hosting and public and private cloud, as well as performance-optimized enterprise IP and a Content Delivery Network. To ensure the seamless delivery of customer applications and content, Internap is dedicated to delivering superior infrastructure management, monitoring and customer support. For example:
- Internap consistently delivers “five nines” (or 99.999%) availability across its colocation and IP services.
- A 2011 customer support benchmark study of Internap conducted by TSIA found that customers rated Internap 25 percent higher than industry peers for overall customer satisfaction.
- The survey also found that out of nearly 5,900 incoming Internap customer service calls per month, the caller abandon rate was a mere 1.2 percent compared to 5.17 percent for the industry as a whole.
Internap’s first-tier customer support is handled by highly-technical staff, and the company also wanted to ensure these individuals had the necessary skills to communicate effectively with customers. As a result, Internap leveraged the expertise of ILS to deliver a customer service training program for all customer-facing support personnel.
“We recognize that the quality of our technical support directly impacts customer business – including end-user satisfaction and loyalty, brand reputation and financial performance,” said Steve Orchard, senior vice president, operations and support at Internap. “We are pleased to be recognized by TSIA for our commitment to delivering superior support, which is evident in our industry-leading customer satisfaction scores.”
TSIA is the leading association for today’s technology services organizations. ILS is a provider of industry-accredited customer communications training for front-line technical support and field service professionals. Companies typically initiate the SSE program to achieve a change in a particular business metric such as customer satisfaction or first-time resolution.
“We are honored to recognize Internap for achieving this high industry standard,” said Tom Rich, senior vice president of programs for TSIA. “TSIA’s Support Staff Excellence program focuses on the key drivers in finding, motivating and retaining top talent. Having earned the Certified Support Staff Excellence Center designation, Internap has demonstrated an enduring commitment to service excellence, with highly engaged and customer-focused employees driving loyalty and retention.”
SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores. More information can be found at: www.tsia.com/awards_and_certifications/support_staff_excellence.html.
The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. www.tsia.com.
About Impact Learning Systems
As industry leaders in understanding and improving the representative/customer interaction, Impact Learning Systems offers training, consulting, and customized services to help the world’s most successful companies build top-performing teams. www.impactlearning.com
Internap provides intelligent IT Infrastructure services that combine unmatched performance and platform flexibility to enable our customers to focus on their core business, improve service levels and lower the cost of IT operations. Our unique trio of route-optimized enterprise IP, TCP acceleration and a global content delivery network improves website performance and delivers superior end-user experiences. Our scalable colocation, managed hosting, private cloud, public cloud and hybrid offerings provide enterprises the flexibility to adapt to changing business needs and future-proof their IT Infrastructure. Since 1996, thousands of companies have entrusted Internap with the protection and delivery of their online applications. Transform your IT Infrastructure into a competitive advantage with IT IQ from Internap. For more information, visit http://www.inap.com, our blog at http://www.inap.com/blog or follow us on Twitter at http://twitter.com/internap.
This press release contains forward-looking statements. These forward-looking statements include statements related to our infrastructure management, monitoring and customer support functions. Because such statements are not guarantees of future performance and involve risks and uncertainties, there are important factors that could cause our actual results to differ materially from those in the forward-looking statements. These factors include the actual performance of our infrastructure, management and customer support functions, as well as our underlying IT Infrastructure services; our ability to successfully integrate Voxel, including its products, portal, services and employees, into our company; the reaction and behavior of customers and the market to our combined company; our ability to respond successfully to technological change; the availability of services from Internet network service providers or network service providers providing network access loops and local loops on favorable terms, or at all; failure of third party suppliers to deliver their products and services on favorable terms, or at all; failures in our network operations centers, data centers, network access points or computer systems; our ability to provide or improve Internet infrastructure services to our customers; and our ability to protect our intellectual property, as well as other factors discussed in our filings with the Securities and Exchange Commission. Given these risks and uncertainties, investors should not place undue reliance on forward-looking statements as a prediction of actual results. We undertake no obligation to update, amend or clarify any forward-looking statement for any reason.
Davies Murphy Group