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Corptax Receives Two Certified Support Staff Excellence Center Awards

 

(DEERFIELD, IL) November 1, 2010 – Corptax, the leading provider of corporate tax software, received the Certified Support Staff Excellence Center award from the Technology Services Industry Association (TSIA) for the second year in a row. Corptax earned the distinguished award for outstanding support staff development and participation, and for achieving customer service levels that significantly outpace industry benchmarks. 

 

Corptax received two awards, becoming the only company to achieve two levels of excellence simultaneously, including Certified Support Staff Excellence Center (Level II, First Year) and Certified Support Staff Excellence Center (Level I, Second Year). The company was also a finalist for the Excellence in Continual Improvement Award.

 

To be considered for the recognition, Corptax support staff undertook comprehensive services training and achieved significant customer satisfaction improvements including a 7 point increase in customer satisfaction from 88 to 95 percent and a dramatic improvement in the issue resolution rate from 72 to 82 percent. These improvements not only marked great strides for Corptax, they also exceeded the industry benchmarks as well. The average customer satisfaction rate in the industry is 93 percent compared with 95 percent for Corptax. More significantly, the industry’s resolution rate is only 57 percent compared to 82 percent for Corptax.

 

“This recognition is a tremendous credit to the team and I’m confident is a direct result of our new ‘diagnostic troubleshooting’ training program,” said Lloyd Howlett, Corptax Vice President of Support and Customer Operations. “We are very proud of this honor and stand firmly by our commitment to always find ways to enhance and improve customer satisfaction.”

 

Corptax customers concur with TSIA judges. 

 

“One of the best things about working with Corptax is the customer service. They are knowledgeable, quick to resolve issues should they arise and work to incorporate customer feedback into their enhancement,” said Lydia Singleton, Brunswick Domestic Tax Manager.

 

Other organizations recognized by TSIA included Altitude Software, Motorola Mobility, RL Solutions and TeleTracking Technologies.

 

Corptax is the leading provider of corporate tax software. With a focus on streamlining the tax lifecycle, Corptax helps companies eliminate manual and redundant tasks, enhance data accuracy and quality, and dramatically improve planning and analysis capabilities. Notably, our common system of record is the only tax ERP solution. To learn more about how Corptax is transforming the business of tax, visit www.corptax.com.

 

TSIA is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs.

 

Support Staff Excellence is a powerful development program that enables the delivery of a superior customer service experience.  Support Staff Excellence requires ongoing improvement initiatives as well as training programs for entry-level technical support and field service staff, 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.