HDI-Customer Service Representative (HDI-CSR)
HDI, a UBM Tech company, is one of those organizations whose name used to mean something (“Help Desk Institute” in their particular case) but whose legal cognomen has now been changed to match its name and its abbreviation completely. The rebranding occurred in 2005 in recognition that the service management and support center industry is expanding, growing and maturing.
Founded in 1989, HDI is a long-standing help desk organization that identifies itself as “a global membership, training, and certification association for technical support professionals.” It also explicitly states that “HDI is vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association’s global network.” The organization also claims a base of over 120,000 members, which makes it a large certification program by anybody’s standards, and very probably the biggest certification organization to specialize in help desk and technical support subject matter.
HDI offers a complete multi-tiered certification program that spans from the entry-level credential HDI Desktop Support Technician to the HDI Support Center Director credential. Other credentials of interest include the HDI Support Center Team Lead and the HDI Support Center Analyst.
The HDI Customer Service Representatie (HDI-CSR) is the organization’s best recognized and most popular credential, which aims to teach general customer service skills and knowledge for support center and call center employees alike. The certification’s focus includes a combination of soft-skills, like active listening and communication techniques, conflict handling and resolution, and best responses to difficult customer or client behaviors. The HDI-CSR also includes more technical skills, like troubleshooting and problem-solving skills, as well as call and problem documentation, and call handling best practices.
Training for the HDI Customer Service Representative certification is highly recommended and offered in a variety of formats, including virtual instructor-led, traditional classroom (referred to by HDI as a “public” course) and online self-paced. All online courses must be completed within 12-weeks of registration. A 28-day extension may be obtained for a nominal fee of $50 USD. Onsite training can also be arranged through HDI Customer Care Center (contact 1.800.248.5667 for information) upon request.
To obtain the HDI-CSR, candidates must pass a single exam, which focuses on leadership, policy and strategy, people management, resources, process and procedures, and performance results. The exam is administered online through the HDI Learning Center and must be completed within 12 weeks of purchase.
Of all the help desk certifications, the HDI’s offerings are probably the best known and most respected of their kind in the industry today. Anyone interested in career advancement in this fast growing area of IT should dig into the HDI’s certification credentials, especially at management levels.
Certification Name
- HDI-Customer Service Representative (HDI-CSR)
Prerequisites/Required CoursesTraining recommended:
- Virtual and public course: $795 USD for members, $895 USD for non-members; online course: $345 USD for members, $395 USD for non-members
Number of ExamsOne exam:
- 65 questions, 75 minutes, 80 percent is required to passCost per Exam$145 USD (28-day extension fee: $50 USD; retake fee: $99 USD)
URL
Self-Study Materials
- HDI Customer Service Representative (HDI-CSR) Certification Standards, $29 USD
HDI-CSR Practice Tests, $69 USD members/$79 USD non-members
