Consistently delivering highest-quality services to clients and clients' customers at progressively lower costs will always remain the greatest challenge for BPO companies even as they battle competition and the ever-rising client expectations. Till the credentialing and release of the BCI Service Delivery Master Standards (SDMS) and the BSDQ® Systems Series by the BPO Enterprise Certification Council (BECC), there were practically no standards and Service Delivery Management systems to guide BPO companies globally. Most of the well-managed BPOs adapted service systems of other industries and some smarter, smaller BPOs used intuitive brilliance to create their own Service Management systems.

However, today, with SDMS Standards and BSDQ® Series around, the global BPO Industry can boast of its very own sets of Service Delivery Standards and indeed the specially tailored Service Delivery Quality system and Certifications.  A BPO organization can implement the SDMS Release 1.3 Service Quality standards, get audited for compliance, and achieve BSDQ-22®, BSDQ-14® or BSDQ-09® Certification – which is not only a proof that the company follows stringent global standards, but also an assurance to clients about smart and conscientious Cost & Service Quality Management.

The BSDQ® Series (BPO Service Delivery Quality) completed its long calibration and validation process in early 2008. Built around the SDMS Standards (SDMS Release 1.3 is the latest), the BSDQ System retains the unique BCI focus on pan-domain relevance for the Service Provider Industry and aims at helping BPOs expand and optimize their all-round service delivery capabilities so that they can deliver quality and service performances as desired, expected, and contracted by their clients. Today, the BSDQ® Series has three variants – BSDQ-22® – relevant for large, diversified multinational organizations and BSDQ-14® and BSDQ-09®, designed for smaller, focused set-ups offering unique and differentiated services to internal or external clients.

The versatile architecture of the BSDQ® Series enables it to cover Contact Centers (Captive, Third Party, Outbound, Inbound); Knowledge Process Services units; HR Process Service units; Research Process Service units; Help Desks and Technical Support Service units; Transaction Process Service units; Financial Process Service units and Medical Transcription Service units etc.