The ever-rising quality consciousness of clients has made even leading BPO companies in Asia and other emerging BPO nations rethink the way they manage their Service Delivery and Talent Management Quality. However, it’s been hard for many of them to go about radical improvements as global standards and benchmarks have not been readily available to them. BCI’s BSDQ22, BTMQ10 and human competence certifications are exactly targeted at plugging these gaps.


BCI’s Standards system for the global 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.


Indeed, the availability of competent and ethically strong professionals is one of the biggest resource challenge for BPO Companies worldwide. The relatively low growth and more stressful nature of work in BPO compounds further the problem of retaining the right talents. Indeed, the global BPO industry sorely misses a set of educational and qualification benchmarks for professionals, which can be deployed while recruiting, the way a software company, for instance has qualified engineers to select from. BCI’s efforts are directed at creating a global qualification standard for BPO professionals.

As is evident below, BCI Certifications offer three unique benefits to BPO Managers – one, an assurance that the hired professional, certified by BCI, will at least be of a certain acceptable competence level; two, these certifications can very well become a LOGICAL, third party criteria for internal promotions; and three – BCI certification programs can be sponsored as an incentive for talented professionals and can be actually used to groom them for higher responsibilities.

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


Benefits of BCI Certifications for BPO Companies:

• The BSDQ22 Assures clients of the best quality Service delivery processes. Indeed, implementing BSDQ22 also means remarkable improvements in service delivery efficiencies and business margins. It should be seen as a a way of going up on the BPO value chain.

Likewise, BTMQ10, reflects worldclass talent management practice in a BPO, which assures present and future clients of the BPO’s ability to attract and retain talent. Hiring BCI Certified Professionals will mean greater certainty of better job- and competency- fits, higher productivity and delivery excellence People Managers can also deploy a BCI Certification program as an ideal “incentive” for top-performers. BCI offers a special package for BPO outfits who wish to sponsor Certification for its employees People Managers can strategically groom their top performers for bigger responsibilities using a combination of BCI Certifications BCI Certifications can serve as an excellent hiring/ promotion Eligibility tool across all levels of professionals in a BPO outfit BCI will make available to BPO recruiters, globally, its Platinum, Diamond and Gold lists of BCI Certified professionals. These will mean an expanded choice and reduced wrong-hiring costs.