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CBTS® program is for Senior Associates/ Junior Team-Leads who are now inspired to move up into frontline leadership roles in large BPO organizations. The CBTS® assessments seek to evaluate an applicant’s knowledge of concepts, principles, and best-practices required for handling supervisory and team-leadership roles successfully.

A typical CBTS® Certified professional displays an all-round potential of performing at the highest level as a frontline Manager/ Team Leader/ Floor Supervisor in a complex, large BPO. A CBTS® professional is:

  • Aptly Qualified and Educated: A CBTS® Certified professional will at least have a Bachelor’s Degree and may also hold CCIS®/ CBPS®/ CFPS®/ CTSS® Certification from BCI.

  • Aptly Experienced: The quality, duration, type of work experience, and professional achievements of a CBTS® Certified has a special focus on exposures to supervisory/ frontline leadership assignments in an established BPO Service Provider organization.

  • Aptly Aware and Exposed: CBTS® is awarded after comprehensively testing a registrant's knowledge & awareness of all contemporary concepts and processes of customer service, help desk and back office tasks commonly handled in BPO organizations. In addition, they would also know about the latest performance and quality metrics and standards deployed in BPO industry across domains and verticals. The CBTS® Certified show a good understanding of issues related to performance targets, productivity forecasts and client-Service Level Agreements (SLAs).

  • Aptly Skilled and Competent: The CBTS® certified exhibit skills in handling challenges related to extracting optimal productivity out of teams; engaging and developing teams and propagating quality consciousness among team members. They show experience of handling teams and coordination, managing stress, impatience, restlessness and anger at workplace. They are also skilled in spreadsheets, word-processing, typing and document arrangement.


"Leading teams requires some special talents and knowledge. However, to prove to your BPO employers that you have it in you, you have to be credentialed. I chose CBTS® because of its comprehensive acceptability and cross-domain relevance. Today, I can join any large BPO in West Asia. That's the power of a Right Qualification"

Ingy Taha, CBTS®
AITS, Cairo

Candidacy Requirements for CBTS® Show
Training Requirements Show
Assessment Areas Show
Apply for Certified BPO Team-Lead Specialist (CBTS®) Program


BCI is an apex BPO Industry Standards and Certification body. All BCI Certification Training Providers (CTPs) are independent organizations who have developed their own training programs, schedules, trainers, and content resources and hence, BCI neither controls nor is responsible for the quality of training, trainers, or content provided/ offered by CTPs.
 

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