Even as organizations across industries are getting bolder and more willing to outsource even their core and critical processes, their task of selecting right vendors is also getting more complex. Apart from vetting and validating the vendor’s management and operational systems and processes, there is a more flagrant need to check their people quality and the overall competence base. BCI Research late last year concluded that almost 80% of all Outsourcing heads were in the process of building into their vendor-selection system, stringent parameters on service Delivery Quality, Talent Management Quality and indeed, overall quality of talents.

The BCI Standards Board has developed and validated globally applicable sets of performance and competence standards that impact all critical elements of a typical, large BPO Services organization. The BCI Certifications infrastructure hence has been constructed to help outsourcers grapple effectively with and pre-empt the possibilities of vendor-underperformance or mal-performance arising because of suspect systems and talent quality.


BCI’s Standards system for the BPO industry includes Master Standards in three vital areas – Service Delivery, Talent Management and Human Competence. The BSDQ22 (BPO Service Delivery Quality) and the BTMQ10 are the enterprise level Certification programs, while there are 8 different Human Competence Certification programs for professionals working in BPOs.


All BCI studies over the last two years have unequivocally concluded that though clients may assist vendors with all the systems and processes important for service delivery and efficient handling of their processes, the risks still persist. In fact, the key to deriving best outsourcing results lies in identifying vendors/ suppliers who deploy robust service delivery systems and employ talents with PROVEN abilities, competence and aptitude.

In this scenario of multiplying risks, outsourcing managers need to think of actually building “Certified BPOs” and “Certified Professionals” as mandatory conditions into their vendor approval policy.


BCI human competence certifications are based on stringent 21-Node HCMS ) Human Competence Master Standards - are available for professionals working as Business Leaders, Operations Heads, Team Leaders, Quality Managers, Training Specialists and Frontline Customer Interaction specialists.


Some Key Certification Benefits for Clients

Their rigor and stringent credentialing standards make BCI Certifications strongly eligible for being recommended by BPO clients as standard across the world for their outsourcing partners BCI Certifications can be custom designed for large BPO Clients considering their very special delivery quality benchmarks, customer requirements and process uniqueness BCI Certifications can prove to be a convenient and cost-effective tool for BPO Clients in screening & evaluating prospective BPO partners BPO Clients can use the BCI Platinum, Gold and Silver Pools to identify and suggest talents who should be ideally deployed on their processes.