Vertex Receives Virtual HDI Support Center Certification
COLORADO SPRINGS, Colo., June 23, 2020 (GLOBE NEWSWIRE) -- HDI, the leading organization dedicated to elevating service and support across the enterprise, is pleased to announce Vertex, Inc., a leading tax software and services provider, has received HDI Support Center Certification. HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world.
The certification program – which is similar to a financial audit process, was conducted virtually by an HDI consultant through a series of remote discovery sessions and concluded with a comprehensive summary report – conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM). Certification is awarded based on excellence in the core areas on which the HDI Support Center Certification program focuses: leadership, policy and strategy, people management, resources, process and procedure, people satisfaction, customer satisfaction, and performance results.
“We are honored to have achieved certification from HDI, demonstrating our commitment to delivering the highest levels of support,” said Kate Shields, Chief Customer Officer at Vertex. “The rigor of this program and the access to best practices and knowledge sharing among peers supports our enterprise-wide commitment to customer experience and helps us ensure our clients realize maximum value from Vertex solutions.”
"HDI Support Center Certification provides a competitive advantage and recognition for organizations that are dedicated to performance and productivity in the support center," said Tara Gibb, Group Portfolio Director, HDI. “The process leading to HDI certification improves operational efficiencies and effectiveness, which ultimately results in increased customer satisfaction and retention. Thanks to a strong partnership with Vertex leadership, HDI’s auditor was able to conduct this project in a completely virtual manner, enabling Vertex to achieve this tremendous accomplishment with minimal disruption to their business.”
The goal of the HDI Support Center Certification is to recognize organizations that are capable of cnsistently providing excellent customer service and experiences, even as the organization and customer requirements evolve. To receive Certification, a support center must undergo an onsite or virtual audit conducted by an HDI Certified Auditor and receive a minimum score in eight categories, as well as a minimum overall score.
For more information on HDI Support Center Certification, visit https://www.thinkhdi.com/certification/support-center-certification.
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