int@j pioneers SPOT ® Performance Maturity Model TM for two Jordanian call centers
The Information Technology Association of Jordan - int@j with support from the USAID Jordan Economic Development Program coordinated a contract for 2 Jordanian call center companies (Extensya and CrystelCall) to implement SPOT ® Performance Maturity Model TM Certification program, as both centers will be the first call centers to participate in this certification regionally and globally.
The program will start at the beginning of August 2010, and the assessment, improvement and certification implementation is to span approximately 6 months, and to be completed by end of January 2011.
Benprise LLC, is the licensee for the ME, SPOT ® Performance Maturity Model TM is designed to serve as a self-assessment model as well as a compliance and certification model, and includes three Tiers of Certification.
The two participating call centers will go through Tier 1 (basic) which requires to document each of the individual requirements of the Model, identify the End User Facing and Enabling Process metrics and to track these metrics for at least three months, and performance monitoring indicators. Tier 2 (Advanced) includes completing the requirements of Tier 1 in addition to tracking performance metrics for both End User Facing and Enabling Processes for six months.
SPOT certification program will help in empowering Jordanian Call Centers with world standards and better positioning for projects in the local, regional or international markets, in addition the program will support in increasing related services exports and implementing advanced customer-centric best practices.
int@j, is an Information and Communications Technology (ICT) and IT Enabled Services (ITES) industry-support association, founded in 2000 with the aim to improve the dynamics of Jordan's ICT market and develop the Kingdom's ICT related activities. The Association includes more than 175 local and global companies working in IT, Telecom, and IT enabled services (Outsourcing).