Potentially, BCI Certifications are the sine quo non for the Global BPO Service Provider industry. Needless to say, the BPO Certification Institute, Inc., (BCI) is the most comprehensive credentialing and standards body for the “provider”/ “supplier”/ “vendor” side of the business process outsourcing industry worldwide. Perhaps, the true import and value of BCI Certifications can be most easily understood once we get under the bonnet of Business Process Outsourcing (BPO).
As we may already know, Business Process Outsourcing has long leapt out of management textbooks and today stands convincingly morphed into one of the world’s largest industries, employing people in numbers which, arguably, will be second only to tourism. Though, to the uninitiated it may not be immediately apparent, BPO industry has actually become the lifeline of every other conceivable industry on the planet – from education to automobiles to healthcare to space research to specialty chemicals – almost any domain imaginable – even religion! The Vatican “outsources” baptism and post-burial ceremonies to specially trained Catholic Priests in Philippines and India. Indeed, the clout of BPO across the world has swelled to such an extent that today, governments win or lose by their stance on BPO.
Anatomically, the BPO industry is somewhat like Siamese Twins – a divided “whole” – a combination of two inextricable parts – the Client side (consisting of the “outsourcers” or the “clients”) and the Provider side (consisting of companies and organizations that provide services to the “clients” and also commonly called BPOs). Since Outsourcing is a high-impact, strategic decision for Clients in terms of costs and expected outcomes, and the largest Clients have historically belonged to the first world economies like the United States and Western European countries, the concept of scientific management and practice of standards and certifications is deeply entrenched in them. However, since most of the Provider side inhabits the second and the third worlds, until BCI commenced its BPO Standards development initiative in the nineties, there were no standards and certifications for professionals and companies offering services to Clients who outsourced their work to them.
Today, BCI standards and certification programs are rapidly changing the complexion of the service provider industry globally because for BPOs, it has become far easier to adhere to rigorous, well-formed, detailed and globally relevant norms on business-critical aspects like professional competence of employees, service delivery systems and talent management practices.
In all BCI offers certification and credentialing services in three key dimensions – human competence for professionals and service delivery quality & talent management quality for BPO enterprises. If BCI Human Competence certifications help BPO professionals to benchmark themselves on global professional competency standards; the BSDQ (BPO Service Delivery Quality) and BTMQ (BPO Talent Management Quality) series of Enterprise-level certifications propel BPOs toward achieving the highest levels of competitive brilliance. BPO professionals from across more than 30 countries today prefer to get BCI Certified to prove their suitability, fit and competitive superiority in their domestic BPO markets and seek to enhance their professional brand-value.
BCI’s 6 sharply defined Certification clusters – tailored for Business Leaders, Functional Leaders, Managers, Team Leaders, Senior Associates, and Fresh Talents are founded on the world’s most comprehensive and advanced HCMS21 – Release 3.1 standards. (Human Competence Master Standards) (HCMS21) – Release 3.1.
The Certifications in the BSDQ series (BSDQ-22®/ BSDQ-14®/ BSDQ-09®) are based on the latest SDMS (Service Delivery Master Standards) Release 1.2. The BTMQ series certifications (BTMQ-10®/ BTMQ-07®) are founded on the TMMS (Talent Management Master Standards) Release 1.4.
