The SPOT Performance Maturity ModelTM is a contact center and BPO operations certification framework designed to incorporate and measure best practices as a means to achieving financial, operational and customer satisfaction goals. It is not a “compliance” model, nor is it prescriptive as to the specific metrics or processes required to product results.
Users have the option to become certified at three different levels. Tier 1 Certification specifies that the contact center has a documented approach for each area of the Performance Maturity Model. Tier 2 Certification adds the requirement for specific performance results. Tier 3 Certification integrates additional performance results.
This unique approach to certification is both powerful and flexible; allowing contact centers to gradually implement user-defined processes and metrics to drive operational and financial performance. Additionally, the Model is based on an “open source” philosophy. It is governed through the user community thereby allowing any interested and qualified personnel to contribute.
