Kaspersky Lab North America Recognized for Highest Levels of Support Staff Excellence by TSIA

Business Products Technical Support and Premium Services Team Honored
with Customer Service Excellence for the Fourth Consecutive Year

WOBURN, Mass.–(BUSINESS WIRE)–#award—Kaspersky
Lab North America announced that the company’s Business Products
Technical Support and Premium Services team was recognized for the
fourth consecutive year with the highest levels of certifications in
Support Staff Excellence (SSE) by the Technology
Services Industry Association (TSIA), the leading association for
today’s technology and services organizations. Kaspersky Lab North
America was publicly recognized for its achievements at the Technology
& Services World conference held last week in Las Vegas.

SSE, offered by TSIA and delivered by Miller
Heiman Group, is a 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. To achieve a Level I Certified Support Professional
(CSP-I) designation, companies must have 90 percent of their support
staff and managers successfully complete a course and pass an external
certification focused on advanced field service communication skills.
For the Level II certification, companies complete a similar program
designed to improve advanced diagnostic troubleshooting capabilities of
technicians at all levels of the support organization.

In 2018, the Kaspersky Lab North America support and services team
continued building on its momentum from the past year to achieve the
following during the SSE certification process:

• Attained the company’s highest overall customer satisfaction score,
  with a 4.5 percent year over year improvement from 2017
• Improved its phone abandon rate, defined as the number of phone calls
  that arrive in phone queues vs. the number handled, by 50 percent to
  be well below the industry standard of 5 percent
• Decreased its average speed to answer phone calls by 57 percent, and
  average speed to answer live chats by 52 percent, meaning customer
  inquiries are answered in seconds
• Achieved a team productivity rate of 92 percent, resulting in an
  extremely productive working environment

“Each year, we prioritize customer support and services excellence, with
our dedicated technical team based in North America actively
participating in various training and certification programs to ensure
our metrics are surpassing industry standards and exceeding customer
expectations,” said Anthony Bellia, vice president of support and
services, Kaspersky Lab North America. “With available around-the-clock
support and in-depth advanced diagnostic troubleshooting, combined with
a team that is passionate about customer care and account management,
customers can rest assured they are receiving the best possible support
experience, and this recognition by TSIA once again validates our
commitment to this promise.”

“We’re honored to publicly recognize and congratulate these leading
organizations for their outstanding achievements, both this year and for
several years running,” said Thomas Lah, executive director, TSIA. “By
going through these rigorous evaluation and certification programs,
these companies have proven their dedication to excellence and their
unwavering commitment to their customers.”

To learn more about TSIA’s Support Staff Excellence programs, please
visit the TSIA website at http://tsia.com/.
For more information on Kaspersky Lab North America’s support offerings,
please visit https://support.kaspersky.com/us/support/msa#.

About TSIA
The Technology Services Industry Association
(TSIA) is the world’s leading organization dedicated to advancing the
business of technology and 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 mid-size businesses in four major markets:
enterprise IT and telecom, consumer technology, healthcare and
healthcare IT, and industrial equipment and technology.

About Kaspersky Lab
Kaspersky Lab is a global cybersecurity
company, which has been operating in the market for over 20 years.
Kaspersky Lab’s deep threat intelligence and security expertise is
constantly transforming into next generation security solutions and
services to protect businesses, critical infrastructure, governments and
consumers around the globe. The company’s comprehensive security
portfolio includes leading endpoint protection and a number of
specialized security solutions and services to fight sophisticated and
evolving digital threats. Over 400 million users are protected by
Kaspersky Lab technologies and we help 270,000 corporate clients protect
what matters most to them. Learn more at www.kaspersky.com.

Contacts

Kaspersky Lab
Jessica Bettencourt, 781-503-7851
Jessica.Bettencourt@kaspersky.com
or
Technology
Services Industry Association
Gwyn Wischmeyer, 858-716-0102
gwyn.wischmeyer@tsia.com